Client Success Manager

Location: Menlo Park, CA (Hybrid)

Department: Client Success

Reports To: Senior Manager, Client Success

About Glade AI

At Glade AI, we believe legal professionals deserve technology that makes their work easier, not harder. Our AI-driven platform simplifies bankruptcy workflows, reduces manual effort, and removes confusion, so firms can focus on delivering greater impact to the clients who count on them.

The Opportunity

Are you excited by the idea of helping professionals unlock the full potential of AI to revolutionize the way they work? As a Client Success Manager (CSM) at Glade AI, you’ll play a pivotal role in guiding our clients every step of the way - from onboarding and training to ongoing adoption and long-term success. You’ll be the go-to partner for attorneys, paralegals, and client teams, ensuring they feel confident, supported, and inspired to leverage Glade AI to its fullest. You’ll be at the heart of a fast moving startup that’s redefining legal tech, and your work will have a direct impact on our clients’ efficiency, confidence, and satisfaction.

AI-Driven Innovation & Smart Scaling

Our Client Success Managers don’t just manage accounts. They leverage AI to work smarter, not harder. In this role, you’ll be expected to:

• Harness AI for Efficiency: Use AI to reduce manual tasks, surface insights, and streamline workflows—freeing up time for more strategic work.

• Innovate Internally: Partner with Product, Engineering, and CX to identify new opportunities where AI can optimize internal processes, scale and set new industry benchmarks.

• Empower Teams with AI Knowledge: Train and mentor client team members on AI-driven best practices so they can confidently adopt, adapt, and amplify the impact across their organization.

By blending technology with human insight, you’ll champion a smarter, more scalable way of working for both Glade and our clients.

What You’ll Do

Lead Client Onboarding & Training

• Serve as the primary point of contact for new clients from day one, building trust and excitement around their journey with Glade AI.

• Take time to understand each client’s workflows, goals, and challenges so you can guide them effectively through our onboarding process.

• Lead clients step-by-step through account setup, system navigation, and workflow configuration, making sure every team member is confident in using the platform.

• Deliver engaging, interactive training sessions that simplify complex processes and highlight how Glade AI makes their work faster and easier.

• Partner with the CX team to design and refine workflows that ensure clients have a smooth and aligned onboarding journey.

• Celebrate early wins and help clients recognize the value of Glade AI from the start, laying the foundation for long-term success and excitement.

Empower Clients for Success

• Act as a trusted advisor, helping clients integrate Glade AI into their workflow process so they can achieve maximum efficiency and confidence.

• Proactively share best practices, tips, and strategies that simplify complex legal workflows and showcase the full power of AI-driven automation.

• Continuously update and expand our library of step-by-step guides, video tutorials, and knowledge base resources to ensure clients always have clear, accessible support at their fingertips.

• Host regular check-ins and Q&A sessions to answer questions, reinforce training, and ensure clients are getting the most out of new features.

• Build strong relationships by celebrating client milestones, highlighting successes, and ensuring every user feels confident and excited about the value Glade AI brings to their work.

Drive Ongoing Value

• Monitor client engagement and usage data to spot patterns, anticipate challenges, and proactively provide solutions before issues arise.

• Regularly share new product features, enhancements, and roadmap previews to keep clients informed, engaged, and inspired about the future of Glade AI.

• Partner with clients to identify opportunities for deeper adoption across their teams, by showing how Glade AI can help them save more time, reduce errors, and achieve their strategic goals.

• Deliver quarterly business reviews and success check-ins to highlight client achievements, celebrate milestones, and reinforce the value of the platform.

• Proactively collect client insights and advocate for their needs, partnering with Product and Engineering to shape solutions that deliver tangible impact.

What We’re Looking For

We’re seeking someone who is not only skilled but also passionate about empowering clients and driving adoption of innovative technology.

The ideal candidate will bring:

Experience & Background

• 3+ years of client facing experience in SaaS or professional services. Proven track record of driving strong client outcomes—this can come from Customer Success, Account Management, Product Management, Engineering, Consulting, or other client-facing or problem-solving roles.

• Demonstrated ability to build trusted relationships with clients through empathy, clear communication, and a genuine commitment to their success.

• Experience (or strong interest) in leveraging AI for innovation—both in helping clients transform their workflows with Glade AI and in identifying creative ways for our internal teams to work smarter and scale.

• Strong problem-solving mindset with a track record of translating complex tools or processes into simple, actionable strategies for others.

Skills & Competencies

• Clear and engaging communicator who can simplify intricate processes and deliver actionable insights to a wide range of client stakeholders.

• Strong analytical and problem-solving abilities with the curiosity to dig into client challenges and propose thoughtful solutions.

• A proactive, self-starter mindset. Having the ability to anticipate client needs and take initiative without waiting for direction.

• Ability to manage multiple clients and priorities simultaneously while maintaining attention to detail.

• Comfortable with data and metrics to measure client health, adoption, and ROI.

Mindset & Values

• A passion for empowering others. You genuinely enjoy helping clients succeed and have a natural ability to build trust through empathy, transparency, and client-centric collaboration. You see yourself as a partner in their journey, not just a point of contact.

• Excitement about innovation! You’re energized by working at the intersection of law and AI, where tradition meets transformation. You’re curious, eager to learn, and motivated to experiment, grow, and adapt in a fast-moving startup environment.

• A collaborative spirit. You thrive in team environments and love working cross-functionally with Product, Engineering, CX, and Leadership to deliver seamless client experiences. You believe that the best solutions come from collective creativity and shared ownership.

• Resilience and adaptability. You stay positive under pressure, adjust quickly to change, and embrace new challenges as opportunities to grow.

What We Offer

Joining Glade AI means becoming part of a team that’s shaping the future of legal technology. We believe in investing in our people just as much as we invest in our products.

Here’s what you can expect:

• Competitive compensation – A salary package designed to reward your skills and impact.

• Comprehensive health coverage – Medical, dental, and vision benefits to keep you and your family supported.

• Exposure to cutting-edge AI – Hands-on experience with advanced AI technologies, giving you a front-row seat to the innovations transforming the legal industry.

• Professional growth – Ongoing training, mentorship, and opportunities to expand your skills in both client success and emerging technologies.

• Ownership & impact – A chance to shape a growing startup, influence our product roadmap, and make a meaningful difference for our clients.

• Work–life balance – Generous time off and a supportive hybrid work model that helps you stay energized and maintain a healthy balance between your personal and professional life.