AI-Native Customer Success Manager

About the role

The role of Founding Customer Success Manager is critical as we move from an experimental phase to a stage where immediate and compounding value is seen by our partners. This position requires someone who can own the full post-sales lifecycle, from onboarding to long-term firm adoption.

Responsibilities

• Own the full post-sales lifecycle: onboarding, training, adoption, renewals, and expansion
• Manage complex accounts with multiple stakeholders
• Build lasting relationships with clients
• Use AI to automate much of the grunt work of customer management
• Define what customer success looks like at this company
• Communicate clearly with all levels of the organization, from paralegals to managing partners
• Take ownership of customer issues and solve them
• Adapt and think on your feet when things don't go as planned

Requirements

• 4–6 years of experience in customer success, account management, or client services
• Experience managing complex accounts with multiple stakeholders
• Tech-savvy and comfortable with direct feedback
• Willingness to build playbooks and scale processes using AI

Qualifications

• Experience in legal, legaltech, or other regulated industries is a plus

Skills

• Strong communication skills
• Ability to work independently and adapt to changing priorities
• Experience with AI and its integration into workflow

Benefits

• Full health, dental, and vision coverage
• Hybrid work in Georgia
• Direct access to founders and influence over company direction
• The chance to build a function from scratch at a growing company

Pay

Strong package with stock options

Schedule

Hybrid in Georgia