The platform
is half
of it.
Software alone doesn't change how a legal department runs. People do. Every PERSUIT customer gets a team of experts who have sat in their seat, run the same processes, and know what good looks like from the inside out.
This isn't a standard customer success model. It's a deliberate decision to staff our team with people who don't need to ask what a matter brief is, or why your GC cares about first-year associate rates.
Legal
Advisory
Team
Your Legal Advisory Team isn't made up of product specialists who learned legal from a deck. They're former legal operations leads and outside counsel pricing experts who have run exactly the kind of processes you're trying to run.
Your Legal Advisory and Customer Success teams make sure you get outcomes, not just platform access. They're the person in the room who's already seen the problem you're about to describe.
Below are the Legal Advisory specialists you'll work with directly.
Maui manages the Legal Advisory Team day-to-day and is the person your team spends the most time with on complex matters. He specialises in Alternative Fee Arrangements and outside counsel management program design — he's built AFAs for everything from routine portfolio work to nine-figure M&A. His approach: understand the matter first, then build the fee structure around what the work actually requires.
Will is PERSUIT's go-to on sourcing strategy and rate negotiations. He's spent years on both sides of the pricing conversation — advising in-house teams on how to structure competitive processes while understanding exactly how firms respond. He runs the PERSUIT Trial Program, supports live prospect engagements, and leads the training sessions that turn sceptical partners into converts.
Holly brings rigour to everything the Legal Advisory Team produces — from matter scoping templates to client-facing collateral and training resources. She works across the full advisory library: building RFP templates, developing the materials that help in-house teams learn faster, and turning best practices from 200+ enterprise clients into reusable tools. If it's in the template library, Holly probably had a hand in it.
Customer
Success
Managers
When you're on PERSUIT, you have a dedicated customer success team who knows your account. Not a shared inbox where you explain your situation from scratch. Not a rotating cast of people who've never seen your data. A consistent group with context on your business, your team, and what you're trying to achieve.
The team owns your outcomes — platform adoption, time-to-value, matter volume, and whether the people using PERSUIT actually think it's making their job easier.
The biggest failure mode in legal tech is a great product that no one actually uses. That's why every PERSUIT customer gets a dedicated success team — not a shared inbox — who owns adoption, time-to-value, and whether the platform is actually making your team's job easier.
Days 1 to 30 — Foundation
Your customer success team runs a structured discovery to understand your matter types, team structure, current workflows, and the outcomes that matter to your GC. The goal is to configure PERSUIT to your operating model, not ask you to change how you work to fit a default setup.
Days 31 to 60 — First Matters
Your team is in the room (or on the call) for your first live Requests. They coach your team through the process, help you frame questions to firms, and debrief on the responses you receive. You're not figuring this out alone.
Days 61 to 90 — Momentum
A formal 90-day review covers what's working, what needs adjusting, and what the next quarter should look like. You'll have data on your first matters to take to leadership. Your team helps you tell that story internally.
Ongoing — Quarterly cadence
Regular business reviews, new feature walkthroughs, and proactive outreach when your data suggests something worth investigating. Your CSM understands outside counsel management because they've done it — so they flag things before they become problems, not after you've raised a support ticket.
Support
that
shows up
We don't do "24/7 support" as a marketing line. We're specific about what you get, because vague commitments don't help when something goes wrong during a live matter.
Here's how support actually works at PERSUIT.
Dedicated, Not Pooled
Your primary support touchpoint is your customer success team — people who already know your account. For technical issues, you have a clear escalation path, not a generic helpdesk where you explain your situation from scratch every time.
What this means in practice: The person picking up your issue already knows your account, your setup, and your history.
Response Time Commitments
We separate support tiers so you know exactly what to expect. A question about report formatting is different from an issue blocking a live matter.
Critical issues affecting live matters get prioritised and tracked to resolution — not just acknowledged.
What a Support Interaction Looks Like
You reach out to your team or the support channel. You get a response that either resolves the issue or sets a clear timeline. If it's a product bug, you're told when it will be fixed — not given a ticket number and silence.
For anything that keeps surfacing, the team flags it as a pattern and routes it to the product team with context. Your frustrations become our product roadmap.
From contract signed to first result.
The most common fear before implementing PERSUIT is the implementation itself. Here's what it actually looks like. Your first Request can go live on day one — PERSUIT is a cloud platform, not a six-month enterprise rollout. Program maturity takes time, but value starts immediately.
Discovery & configuration
PERSUIT's advisory team works with you on your matter mix, firm relationships, and spend patterns. Configuration is lightweight — governance rules are set up alongside your first live Requests, not before them.
Firm onboarding
Your firms are already on PERSUIT. 4,800+ firms including 100% of AmLaw 100 are active on platform. For firms that aren't yet, onboarding takes hours. There is no firm-side barrier to sending your first Request.
First Request live
Your first competitive Request can go out on day one. The PERSUIT advisory team is with you for the first several engagements — helping you structure it, interpret the responses, and make the award decision with confidence.
Program maturity
Over 3–6 months, your competitive percentage grows, your benchmark data builds, and your finance team starts trusting the numbers. This is the point where customers typically look back and wonder what they were doing before.
The platform
comes with
the team.
See how PERSUIT works and meet the people who'd be working alongside you. A demo isn't a sales call — it's a 45-minute conversation with someone who understands your situation.