Customer Success Manager (Palo Alto)

About the Role As a Senior Customer Success Manager, Enterprise/Strategic, you’ll own and grow a portfolio of our most important enterprise customers, acting as the strategic quarterback for executive relationships, measurable value realization, adoption, renewals, and expansion. You’ll lead high-stakes, complex implementations and AI transformation initiatives with Fortune 500 legal departments, while also helping define the playbook for how Customer Success operates at Eudia. This is a high-autonomy role for a self-starter who thrives in early-stage environments: you’ll pioneer best practices, create repeatable frameworks, and bring a customer-advocacy lens into every internal conversation.

You’ll be energized by being in the room with C-suite and senior enterprise leaders, and you’ll love connecting dots: figuring things out even when the answer isn’t obvious. What You’ll Do 1) Executive Leadership & Customer Advocacy Build durable, multi-threaded relationships across Legal, Legal Ops, IT, Security, Procurement, and executive stakeholders. Lead executive-facing value conversations: success plans, QBRs/EBRs, stakeholder alignment, and outcome storytelling.

Serve as the internal voice of the customer—translating customer pain into clear product and delivery priorities. 2) Value Realization (ROI) & AI Transformation Define “what success means” with each customer: outcomes, KPIs, adoption targets, and time-to-value milestones. Lead customers through AI-enabled workflow transformation—helping them discover high-value use cases, design the future-state, and operationalize change. Create crisp narratives that quantify impact (efficiency, cycle-time reduction, risk reduction, productivity, satisfaction). 3) Commercial Ownership (Renewal + Expansion) Own retention and renewal health: forecast risk early, run mutual action plans, and drive clean execution through renewal cycles.

Identify and develop expansion opportunities grounded in customer outcomes (additional teams, additional workflows, additional products/services). Partner tightly with Sales on account strategy, executive alignment, and expansion motions—without losing the trust of the customer. 4) Program Leadership & Cross-Functional Execution Lead end-to-end onboarding and implementation for complex enterprise accounts, coordinating Product, Delivery, and other internal teams. Drive accountability and momentum across multiple workstreams, stakeholders, and dependencies.

Create repeatable templates: success plans, comms cadences, adoption plans, QBR artifacts, risk frameworks. 5) Build the Playbook (Early-Stage “Pioneer” Work) Help define best practices for Strategic CS: segmentation, engagement models, EBR/QBR standards, adoption measurement, and scaled operating rhythms. Spot patterns across accounts and propose improvements to product, process, enablement, and GTM. What We’re Looking For (Required) 7+ years in enterprise / strategic Customer Success, account management, client services, or similar customer-facing roles with measurable business outcomes.

Proven success owning enterprise relationships with senior stakeholders and navigating complex orgs. Strong commercial acumen: renewals, retention strategy, risk forecasting, and expansion identification (you understand how CS drives durable revenue). Demonstrated ability to lead ambiguity: you proactively create structure, frameworks, and momentum where none exists.

Executive-ready communication: concise, structured, persuasive in writing and in the room. Comfortable learning new technology quickly and guiding customers through adoption of AI-enabled workflows. Willingness and ability to travel for customer meetings, customer events, and periodic team onsites/enablement.

Preferred (Nice to Have) Experience in early-stage startups (or building a new function/pod/playbook inside a larger org). Domain exposure to legal, compliance, or regulated enterprise workflows. Background in sales, investment banking, legal, consulting, or professional services (helpful, not required).

Experience selling/expanding products into enterprise accounts alongside Sales (while maintaining a trusted-advisor posture).