[Hiring] GTM & Customer Success Lead – AI Platform @Lumenci

Role Description

Lumenci is seeking a GTM & Customer Success Lead – AI Platform to help launch, commercialize, and scale iLumos.ai across law firms, enterprise corporations, and litigation funders. This is a hybrid, customer-facing leadership role that owns the customer journey from pre-sales discovery through onboarding, adoption, renewal, and expansion, while helping shape go-to-market strategy for a next-generation AI-powered patent intelligence platform.

Key Responsibilities

• Pre-Sales, Pilots, and Commercialization:
  • Partner with leadership on pre-sales discovery, customer qualification, and opportunity strategy for prospective iLumos customers.
  • Lead tailored product demos, workflow walkthroughs, and value-based conversations with law firms, corporate IP teams, and litigation funders.
  • Structure pilot programs and proof-of-concept engagements with clear business objectives, success criteria, stakeholders, and timelines.
  • Help scope customer use cases and ensure alignment between customer needs, implementation requirements, and product capabilities.
  • Support conversion of pilots and early engagements into subscription, usage-based, or long-term commercial relationships.
• Customer Onboarding and Adoption:
  • Serve as the primary customer-facing lead for iLumos during onboarding and early adoption.
  • Guide customers through implementation, enablement, and AI-powered workflow activation within legal and IP environments.
  • Build trusted, long-term relationships with enterprise stakeholders, executive sponsors, and end users.
  • Develop repeatable onboarding and customer engagement processes that support scale across multiple accounts and segments.
• Ongoing Customer Success and Expansion:
  • Drive long-term adoption, value realization, and retention across customer accounts.
  • Identify usage barriers, workflow challenges, and stakeholder risks, and proactively address them through success plans and interventions.
  • Partner with customers on adoption strategies and executive reviews tied to measurable business outcomes.
  • Identify upsell, expansion, and follow-on engagement opportunities, and support renewal and expansion revenue.
• Go-to-Market Strategy and Market Intelligence:
  • Partner with Lumenci leadership to refine iLumos go-to-market strategy across legal, IP, and enterprise segments.
  • Help define ideal customer profiles, target accounts, and high-value early adopter segments.
  • Contribute to product positioning, messaging, and commercialization strategy based on customer and market feedback.
  • Gather structured market intelligence, customer discovery insights, and competitive observations to inform product roadmap and GTM decisions.
  • Collaborate cross-functionally across product, engineering, consulting, sales, and executive leadership teams.
  • Lay the foundations for a scalable GTM and customer success function for iLumos, including playbooks, processes, and, in later phases, input into team structure and hiring.

Qualifications

• 6–12+ years of experience in one or more of the following areas: enterprise SaaS, AI platforms, legal technology, customer success, solutions consulting, product go-to-market, consulting, or product commercialization.
• Proven experience in customer-facing roles that span onboarding, adoption, strategic account management, and/or pre-sales support.
• Experience supporting enterprise software implementations, pilot programs, proof-of-concept engagements, or customer rollouts.
• Demonstrated ability to run discovery conversations, guide product demos, and translate customer needs into solution workflows and business value.
• Strong communication, presentation, and relationship-building skills with enterprise stakeholders and executive sponsors.
• Experience working cross-functionally across product, engineering, consulting, sales, and leadership teams.
• Strong analytical thinking, workflow optimization, and problem-solving capabilities.

Preferred Qualifications

• Experience in one or more of the following: intellectual property, patent analytics, legal technology, litigation consulting, AI products and platforms, workflow automation, B2B SaaS, or enterprise AI adoption.
• Experience in a hybrid customer success + pre-sales / solutions / GTM role.
• Experience helping launch or commercialize a new product, business line, or AI-enabled workflow.

Key Traits for Success

• Highly customer-centric and relationship-oriented.
• Commercially minded and comfortable supporting revenue growth.
• Entrepreneurial, self-driven, and comfortable with ambiguity.
• Skilled at communicating complex technical concepts in a clear, customer-friendly way.
• Able to translate AI platform capabilities into measurable customer value and outcomes.
• Effective collaborator across technical, product, consulting, and business teams.
• Comfortable balancing strategic thinking with hands-on execution.

Benefits

• Comprehensive Health & Well-being: Robust medical, dental, and vision insurance options with significant company contributions toward employee premiums.
• Retirement Strategy: 401(k) program with a competitive employer-matching contribution.
• Performance-Based Incentives: Total cash compensation includes a variable pay component designed to reward individual achievements and overall company success.
• Time Off & Leaves: Balanced leave policy that includes accrued Paid Time Off (PTO), designated company holidays, and additional "floating" holidays.
• Holistic Wellness Support: Dedicated Wellness Leave and paid leave for significant life events.
• Culture of Autonomy & Growth: Flexible, remote-first work environment with structured support for ongoing professional development.