Technical Customer Success Manager at agiloft

As the most trusted global leader in data-first contract lifecycle management (CLM) software, Agiloft helps organizations manage the end-to-end process of proposing, negotiating, signing, and leveraging contracts using our flexible Data-first Agreement Platform (DAP). With contract data as the foundation, customers quickly and collaboratively reach agreement and leverage contract visibility to thrive with competitive advantage. Employing powerful, pragmatic artificial intelligence as a legal force multiplier, and robust integration capabilities as a data liberator, organizations around the world trust Agiloft’s certified implementers to deliver connected, intelligent, and autonomous solutions across the entire contract lifecycle. Top analysts like Gartner, Forrester, and IDC agree, all showing Agiloft as a leader in the CLM space. Our no code platform is easily managed and administered by business users, which is why Agiloft is the contract you keep: nearly a full 100% of new customers are satisfied with their initial implementations, and some 97% of customers renew every year. Ours is a growing, vibrant, successful company that is at the forefront of a market that is becoming a must-have for all organizations. We believe that the way to build the strongest, most vibrant place to work is to bring in individuals from all walks of life, and to support them in bringing their authentic selves to their day, every day. Our working philosophy is that “EX = CX”: when employee experience is excellent, so is customer experience. We support multiple Employee Resource Groups (ERGs), and offer a working environment that supports healthy work/life balance, including floating holidays and a quarterly, no-questions-asked wellness day. Position Overview Technical CSM is a technical-forward hybrid role that accelerates value to Agiloft customers. The FDE does hands-on technical work in response to expressed and observed customer opportunities by embedding within strategic customer accounts. FDEs rapidly execute business use cases with customers on Agiloft  by partnering with Customer Success Managers and customers to deploy and optimize AI-native capabilities within Agiloft. You will work directly with enterprise customers to: Identify customer opportunities as business use cases Translate business use cases into working technical solutions Design and deploy AI-enabled workflows Configure advanced platform capabilities This is not a purely advisory role. FDEs build, configure, and deploy production-ready solutions in real customer environments and are expected to move quickly from diagnosis to implementation. This is a customer-facing role that may include training and assisting with customer enablement. This role requires autonomy and collaboration because it demands strong independent execution within defined solution patterns, collaboration with senior team members on complex architectural decisions, and a constant feed-forward of insights and demand signals to product. FDEs are tasked with facilitating significant AI adoption and utilization by collaborating closely with clients and expediting the implementation of high-impact workflows. Achievement in this position is measured by consistently increasing customer value delivery measured through consumption, rather than solely by deployment activities. Job Responsibilities What You'll Do Customer-Embedded Technical Delivery • Partner directly with enterprise customers to identify opportunities and unmet needs, and quickly translate loosely defined requirements into actionable, working solutions within the product. • Co-develop business and technical requirements with solution pattern domains. • Configure and deploy AI-enabled workflows using Agiloft Screens and PromptLab. • Translate real-world use cases (e.g., regulatory review, contract analysis, automation needs) into implemented solutions. • Diagnose and resolve workflow, configuration, and integration challenges. • Determine when to guide customers through solutions versus directly implementing on their behalf to accelerate outcomes. AI Workflow Deployment • Tune prompts and evaluate model outputs for reliability and consistency. • Embed AI capabilities directly into operational workflows. • Validate and refine AI-driven outputs to meet business requirements. Driving Usage & Outcomes • Define activation success criteria and usage metrics for each deployment. • Optimize workflows to increase sustained, repeatable usage. • Partner with CSMs to convert initial deployments into habit-forming workflows. • Ensure AI implementations translate into business outcomes customers value. • Act as a technical execution partner within Customer Success Manager-led activation strategies. Enablement & Collaboration • Train customer administrators and superusers. • Document implementation patterns and best practices. • Provide consistent product feedback based on real-world deployments. • Collaborate closely with Customer Success, Professional Services, and Product teams. FDE Operating Contribution • Contribute to development of repeatable AI activation patterns and playbooks. • Identify opportunities to standardize and scale successful implementations. • Provide feedback on when FDE vs CSM vs Professional Services should engage. • Surface common blockers and inform Product and Enablement teams. Other duties as assigned. Required Qualifications • Strong client-facing communication skills — able to engage both technical and business stakeholders. • 3–6 years of experience implementing or configuring enterprise SaaS platforms. • Experience working with LLM tooling and prompt engineering in applied environments. • API and integration experience in production environments. • Ability to translate business requirements into technical architecture. • Comfortable working independently in a fully remote environment. Preferred Qualifications • Working knowledge of Python or another commonly used programming language. • Familiarity with RAG (Retrieval-Augmented Generation) architectures. • Experience integrating SaaS platforms with CRM, ERP, or document management systems. • Experience with workflow automation or process automation platforms; legal tech and CLM experience are a plus. • Experience in regulated industries. • Exposure to change management frameworks. • Experience designing or implementing enterprise integrations is highly valued. What Makes a Strong FDE at Agiloft • You are execution-oriented and hands-on. • You move quickly from diagnosis to implementation. • You are comfortable embedding in complex customer environments and owning defined outcomes. • You enjoy solving practical business problems using AI and automation. • You balance technical depth with clear customer communication. • You are curious and continually refine your solutions. • You thrive in remote collaboration environments. • You focus on driving usage and outcomes, not just completing implementations. • You balance speed with practicality, shipping MVP solutions and iterating quickly. Success in First 6 Months • 5–10 strategic accounts activated with measurable AI usage and consumption growth, resulting in ~20–30 high-quality workflows with sustained adoption (not just initial deployment) • Capture and synthesize recurring use cases, patterns, and unmet customer needs, and feed those signals back into Product to inform scalable solutions and drive broader consumption across the customer base. Agiloft offers a comprehensive benefits package for US employees including but not limited to the following: Medical, dental, and vision insurance Short term and long-term disability Life insurance and AD&D Supplemental life insurance (Employee/Spouse/Child) Health care and dependent care Flexible Spending Accounts 401(k) with company match Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non- overtime eligible) position.  Paid parental leave Voluntary benefits including pet insurance Ensuring a diverse and inclusive workplace is our priority. We are committed to an environment of acceptance where you are free to bring your full self to work. All employment decisions at Agiloft are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, national or social ethnic origin, sex, age, sexual orientation, gender identity and/or expression, parental status, marital status, Veteran status, or any other status protected by the laws or regulations in the locations where we operate. If you have a need that requires accommodation during the recruiting process, please let us know by contacting Director, Talent Acquisition, Brad Toothman at [Upgrade to PRO to see contact].   Applicants from underrepresented groups such as minorities, veterans, or individuals with disabilities encouraged to apply. Applications will be reviewed as submitted. There will be no application deadline for this opportunity.