Customer Success Manager
Serve as the primary contact for law firm customers, managing relationships, onboarding, support, and driving adoption/upsell in an early-stage AI startup. Build CS processes from scratch with 0-3 years customer-facing experience.
About the job
Responsibilities
- Build strong relationships with users — from paralegals to managing partners
- Manage our pilot process to ensure we convert prospective customers into closed contracts
- Lead onboarding and training sessions to ensure successful adoption
- Be the first line of support when issues arise — and coordinate resolution with engineering
- Proactively check in with accounts to uncover pain points, usage gaps, and upsell opportunities
- Document user feedback and partner with product/engineering to influence the roadmap
- Own customer metrics such as retention, engagement, and satisfaction
- Contribute to playbooks, training materials, and best practices that will set the stage for scaling the CS function
- Help turn our customers into champions
Requirements
- 0-3 years of experience in a customer-facing role
- Passion for building deep, trusted relationships with customers
- Excellent communication and problem-solving skills
- Proactive mindset — anticipate problems
- Experience working with product and engineering teams to represent the voice of the customer
- Interest in AI and the future of professional services
- Previous customer service experience is a plus
Compensation & Benefits
- Competitive base salary $70,000 - $110,000
- Competitive equity component
- Comprehensive health, dental, and vision insurance
- Meals in office, regular team events, and more
Skills
Customer Relationship Management, Onboarding, Customer Training, Customer Support, Product Feedback, Customer Metrics, Retention Strategies, Upsell Strategies, Playbook Development, Ai Interest
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