Implementation Manager

Why Customer Success at Steno Is Different

• Build something that didn't exist before - this is a net-new role with real ownership; you'll define what product implementation looks like at Steno, from the playbooks to the metrics to the motion
• Work where product meets people - you'll sit at the intersection of legal, technology, and customer success, partnering daily with Product, Sales, Marketing, and CS Leadership on work that actually matters
• High autonomy, high visibility - you'll work with some of our most important customers and have the latitude to make real decisions without waiting for permission, in a tech-forward environment built for scale
• Your ideas shape how we grow - as the first person in this function, your learnings, iterations, and instincts will directly influence how this practice evolves across the company
• Lead the product onboarding experience for new customers- you’ll translate technical product capabilities into adoption strategies that fit the way legal teams actually work
• Own the Impact - you’ll own adoption metrics for Steno’s customer-facing technology products across your customer portfolio, developing strategies to move customers from activation to deep, habitual usage.
• Bridge the gap - you’ll partner with Sales to support expansion opportunities and help prospects understand the value of our technology products through the lens of real customer outcomes.

You'll crush this role if you have 5–7+ years in post-sales, onboarding, implementation, or product adoption within SaaS - ideally with exposure to legal-tech or law firm environments. You have a demonstrated track record of driving product adoption and usage metrics, and your success is measurable: you've moved customers from activation to deep, habitual usage, and you have the numbers to show for it. You're energized by building from scratch, know how to turn adoption data into action, and have experience working closely with product and technical teams; you can translate between customer needs and product capabilities fluently - and you have a strong aptitude for mastering the products you work with: you know them end to end, find the edge cases before customers do, and can troubleshoot without reaching for engineering as a first resort. You bring strong project management instincts, thrive in high-autonomy environments, and communicate with equal confidence in a room full of senior partners or junior paralegals. Bonus points if you're comfortable in SQL or Looker - you're technically curious, collaborative, and never satisfied just managing relationships when you could be driving real outcomes. And when the occasional in-person moment calls for it - roughly once a quarter - you're happy to travel to show up for your customers.

Application Information

• Steno is an equal opportunity employer; we do not discriminate on the basis of characteristics protected by law. Employment decisions are based on qualifications, merit, and business needs.
• Applicants needing special assistance or accommodations for interviews or website access should contact us at [email protected]. 
• Information provided to Steno, such as professional credentials and skills, educational and work history, the results of technical skills assessments or working exercises, and other information included in an application, is collected, analyzed, and stored in our system. 
• Steno personnel will always have a steno.com email or contact you via Rippling Recruiting. Background checks are only conducted after an offer is extended. If you haven’t received an expected communication, check your spam.
• Steno uses AI-assisted tools for this role to identify and prioritize candidates whose experience aligns with the role. All hiring decisions are made by our People team.