Customer Success Representative, Lexlegis.ai

Mumbai | Full Time | On Site | Sales and Marketing Experience: 2 to 4 years

Company Description

https://jobeax.com/link/RQLA9ooVK0r5hvZ4 is India's AI powered legal intelligence platform, built for the legal and tax domains. The platform is built on more than 14 million curated legal documents and draws on nearly 90 years of legal publishing heritage. It blends advanced artificial intelligence with deep legal expertise to help lawyers, tax professionals and compliance teams research, draft and decide faster, with every answer traced back to its source.

https://jobeax.com/link/RQLA9ooVK0r5hvZ4 serves law firms, in house legal teams, tax teams, enterprises and government bodies that operate in complex regulatory environments. The organisation values innovation, domain knowledge and practical problem solving. Team members work closely with legal experts and technologists to shape the future of legal operations in India.

Role Description

The Customer Success Representative is a full-time, on-site role based in Mumbai. This person will make sure every customer in an assigned cluster uses https://jobeax.com/link/RQLA9ooVK0r5hvZ4 every day and will report to the Manager – Customer Success.

The role is measured on one number: percentage of active seats, backed by fast onboarding, renewal readiness, quick ticket resolution and high customer satisfaction.

A lawyer who logs in once and forgets the password will not renew. A lawyer who uses https://jobeax.com/link/RQLA9ooVK0r5hvZ4 every day cannot imagine working without it. The Customer Success Representative will onboard customers, train their teams, spot the accounts that go quiet and bring them back, so that renewal becomes a formality. This includes being the friendly, familiar face for lawyers and law firm associates, Chartered Accountants and tax teams, and court staff and government users, working alongside the manager, Sales and Support on every account.

Day to day responsibilities include:

Onboarding new accounts quickly and smoothly Running user training sessions for lawyers, Chartered Accountants and court staff Monitoring usage across an assigned cluster of accounts Reaching out proactively to low adoption accounts before they become at risk Handling first line queries personally and coordinating support escalations through to resolution Retaining and growing revenue from the assigned customer base Preparing renewal paperwork and flagging expansion signals to the manager Keeping account health notes in the CRM up to date

Qualifications

2 to 4 years of experience in software customer success, onboarding or support, with a high touch, high volume account load, or a law or commerce degree with 2 to 3 years in a customer facing role for legal or tax products Comfort training lawyers, Chartered Accountants or court staff Working legal and tax vocabulary Empathy and follow through that customers notice Clean CRM and ticket hygiene, every day A graduate degree in any discipline

Good to Have

Experience supporting users of an AI, LLM or research product Fluency in Marathi or Hindi as well as English

What We Offer

Make an impact early. You will own your cluster, your customers and your results, from day one. Work at the frontier. You will help lawyers and Chartered Accountants adopt Gen AI in their daily work. Real influence. What you hear from users will go straight into the product roadmap. Growth runway. You will have a clear path into account management and customer success leadership as we scale.

If you believe the best renewal conversation is the one you never need to have, we would like to hear from you.

How to Apply

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Customer Success Representative

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