70 Senior Customer Success Manager jobs in New York

Weil seeks the best and brightest talent to join our Administrative Staff team. Our employees are the future of Weil so we invest in their training and development. Our environment embraces and encourages positive-minded professionals who seek to be challenged and acquire knowledge and skills in an atmosphere built on teamwork. Highly skilled and knowledgeable Administrative Staff assist our attorneys in successfully meeting and exceeding client needs and are vital to the overall success of the Firm.

Job Description

Reporting to the Senior Manager, AI Acceleration, Partner Concierge & Attorney Advisory, and based in New York, the person in this role will be a senior advisor in a newly formed, highly visible department that sits within the Legal Technology & Enablement team. This is a role for someone energized by legal innovation and drawn to working directly with senior lawyers.

Working in close collaboration with the Senior Manager, AI Acceleration and your fellow AI Advisors, you will serve as a senior AI advisor to the partners of the firm’s East Coast offices, enabling them to speak confidently to their clients about AI, use AI in their daily work, understand what it means to supervise the use of AI, and leverage AI for business development purposes. Your overall remit is to build the confidence and proficiency partners need to use AI well in their own practice.

Primary Objectives:

In partnership with the Senior Manager, AI Acceleration, your fellow AI Advisors, and the broader AI Enablement team, you will advance the firm’s core objectives:

• Build the confidence and proficiency of partners across the firm’s East Coast offices in their use of AI tools, working with each partner at their own level and pace. Design and deliver AI solutions for the problems partners raise, from the administrative side of practice to business development and the questions their clients are asking.
• Build partner proficiency directly, taking partners through the essentials of the firm’s AI tools.
• Provide AI advisory services on live-matter use cases, where attorneys need to know whether AI can help and which tool fits.
• Partner with other internal AI teams to meet the solution requests of partners, attorneys, and matter teams.
• Build the firm’s collective AI capability, so that what works for one partner can be reused across practices and offices.

Primary Responsibilities and/or Essential Functions:

Partner Concierge Service

• Act as a senior AI advisor to the partners of the firm’s East Coast offices, earning their trust from the first conversation.
• Orient partners to the firm’s AI tools: what the firm has licensed, how to gain access, and which tool suits which kind of work.
• Take in requests from the partners in your region, triage them, and log each one in the team’s record so it can be tracked through to resolution.
• Facilitate working sessions that take partners from first access to applying the firm’s AI tools in their own practice.
• Keep a ready set of session outlines, curriculum, and worked examples for each tool, so any partner can be brought up to speed efficiently and at the depth they want, and contribute them to the team’s central set so colleagues in other offices can adapt them.
• Build and refine solutions around the way individual partners and their teams actually work, taking on directly what is within reach and bringing other internal AI teams in where a request calls for more.
• Develop AI talking points and materials that help partners speak with confidence to their clients about the firm’s use of AI.
• Build AI sessions for partner audiences and deliver them in whatever setting fits, from one partner at their desk to a practice group’s partners together.

Attorney Advisory

• Advise attorneys on discrete AI use cases arising in live matters, assessing where AI can add value and which tool best fits the task.
• Partner with other interna AI teams and practice group AI solution attorneys where a matter use case warrants a purpose-built solution.
• Keep advisory work to tool fit and workflow.

Collaboration & Continuous Learning

• Champion a culture of curiosity and continuous learning, meeting partners and attorneys where they are.
• Work closely with your fellow AI Advisors and the AI Advisory Analyst to deliver a consistent service across the firm’s offices.
• Add every solution you deliver to the team’s solutions record at the point of delivery, and keep your entries current so a colleague can pick up an engagement when you are unavailable.
• Stay current on AI and legal technology trends, tracking peer firm developments and wider market direction.

Knowledge, Skills & Ability:

• 7+ years of experience in legal technology, innovation, enablement, knowledge management, or practice support, ideally within a law firm, professional services, or comparable knowledge-driven environment.
• Strong practical fluency with generative AI tools.
• Strong understanding of how partners lead teams, serve clients, and build business, and of where AI can improve that work.
• Exceptional stakeholder management and influencing skills, with proven ability to build credibility with partners and senior lawyers.
• Demonstrated success driving technology adoption with senior stakeholders.
• Demonstrated ability to build training from scratch, including session outlines and worked examples, and deliver it to a senior professional audience, one-to-one and in front of a group.
• Excellent communication, facilitation, and presentation skills.
• Willingness to travel to other US offices as engagements require.

Education/Certifications:

• Bachelor's degree required.

Estimated salary range is $150,000 - $200,000. This position is bonus eligible. Compensation decisions within the range are dependent on the facts and circumstances of each case including but not limited to the individual's skills, experience, and qualifications.

Weil, Gotshal & Manges LLP offers a competitive compensation package comprised of base pay and discretionary year-end bonus for eligible employees. Benefits include, but are not limited to medical, dental, vision, disability coverage, life insurance, flexible spending plan and a 401K plan. Weil also offers generous paid time off and holidays. All decisions affecting employment at Weil, Gotshal & Manges LLP are made on the basis of qualification, performance and other pertinent work-related factors, and without discrimination against any person on the basis of race, color, sex, age, religion, national origin, disability, marital status, sexual orientation, gender identity or expression, pregnancy, veteran’s status, genetic information or any other legally protected status.