Sr Customer Success Manager – Justice

About This Opportunity

Our talent team is representing a confidential legal technology organization in their search for a Senior Customer Success Manager focused on the justice sector. This remote position will serve as the primary strategic partner for large-scale prosecutor and public defender offices across the United States, helping them maximize the value of their digital evidence and case management platforms.

In this role, you'll build long-term partnerships with justice sector clients, guiding them through workflows, organizational requirements, and operational goals. You'll serve as their trusted advisor while working cross-functionally to influence product development and ensure customer success.

Responsibilities

• Serve as the main point of contact for large prosecutor and public defender office accounts
• Conduct regular client calls, business reviews, and strategic planning sessions
• Monitor and drive adoption metrics to ensure full platform utilization
• Create and document success plans with measurable goals and outcomes
• Manage escalations and coordinate multiple internal teams to resolve critical issues
• Communicate major milestones and customer updates to senior leadership
• Collaborate with marketing and training teams to deliver educational webinars
• Develop deep product expertise and ensure proper implementation across customer environments
• Partner with sales teams to identify expansion opportunities within existing accounts
• Share industry best practices to solve complex customer challenges

What We're Looking For

Required Justice/Legal Sector Experience: Deep experience in the justice or legal sector is essential. Ideal candidates will have worked within prosecutor or public defender offices and possess strong knowledge of discovery processes, digital evidence management, case management, motions and filings, courtroom processes, and interactions with law enforcement. Experience working directly with prosecutors, defense attorneys, or other legal practitioners is highly valued.

Proven Stakeholder Engagement: Demonstrated ability to engage effectively with justice stakeholders including District Attorneys, Assistant District Attorneys, Public Defenders, and IT departments. You should understand the constraints these stakeholders face—statutory deadlines, discovery disclosure requirements, ethical obligations—and translate those into customer success strategies.

Additional Requirements:

• Strong project management skills with proven systems for tracking multiple customer requests and strategic plans
• Track record of leading process improvements within large organizations
• Experience tracking product adoption and customer engagement through data analysis tools
• Self-motivated, team-oriented, and focused on exceeding customer expectations
• Exceptional organizational, presentation, and communication skills (verbal and written)
• Ability to excel in high-stress situations and manage change effectively
• Bachelor's degree or equivalent work experience
• Comfortable with 30-35% travel
• Located on the West Coast (remote role)

How We Work With You

When you apply through Get A Job.ai, our recruiting team will review your qualifications and conduct an initial screening. We'll discuss your justice sector experience, customer success background, and career goals. Qualified candidates will then be submitted to our client for consideration. Please apply exclusively through our platform—do not contact the client directly, as we manage the entire interview coordination process on your behalf.

Pay

Compensation details will be discussed during the screening process based on experience and qualifications.

Equal Employment Opportunity: Get A Job.ai is committed to inclusive hiring practices. We welcome applications from candidates of all backgrounds and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic.