Customer Solutions Manager

Job Overview

Foundation AI is seeking a Customer Solutions Manager to own and optimize the post-launch customer experience across a portfolio of law firms. This is not a traditional renewal-focused Customer Success role. It sits at the intersection of customer strategy, workflow design, configuration, troubleshooting, and adoption.

Key Responsibilities

• Serve as the primary post-launch owner for a portfolio of customers, leading them from implementation handoff through hypercare, adoption, optimization, and ongoing success.
• Develop a deep understanding of each customer's workflow, operating model, document mix, goals, and success criteria.
• Translate customer requirements into practical solutions within the Foundation AI platform, including workflow recommendations, configuration updates, and process improvements.
• Lead customers through go-live readiness, hypercare, and stabilization with strong project ownership and clear communication.
• Diagnose customer issues by gathering evidence, isolating root causes, and driving resolution independently or with cross-functional collaboration.
• Make and manage configuration changes with precision, judgment, and quality control.
• Identify risks early, communicate them clearly, and proactively drive mitigation plans before issues become escalations.
• Monitor customer usage, workflow performance, and operational signals to identify adoption gaps, solution opportunities, and areas for improvement.
• Partner closely with Implementation, Support, Product, and Engineering to ensure customer needs are addressed with speed and accuracy.
• Create and maintain customer-facing and internal documentation, including solution recommendations, workflow notes, success plans, and troubleshooting guidance.
• Provide strategic guidance and best practices to customers on maximizing value from the platform.
• Capture recurring pain points and product gaps, translating them into actionable internal feedback.
• Support renewals and expansion conversations by ensuring customers realize value (primary measurement is solution quality, customer outcomes, and operational execution).

Required Qualifications

• Experience: 5+ years in a customer-facing SaaS role (e.g., Customer Success, Solutions Consulting, Implementation, Technical Account Management, or similar post-sale solutions role).
• Industry Knowledge: 2+ years of experience in LegalTech, legal operations, or working closely with law firms.
• Skills: Strong ability to understand, document, and improve customer workflows in a structured way.
• Complexity: Experience managing complex customer environments where configuration, process design, or systems setup materially impacted outcomes.
• Problem Solving: Demonstrated ability to diagnose issues and identify root causes in ambiguous situations, including driving cross-functional resolution.
• Communication: Strong communication skills with the ability to lead customer conversations, ask thoughtful discovery questions, explain complex topics clearly, and write crisp internal summaries.
• Organization: Proven ability to manage multiple accounts, projects, and priorities while maintaining high quality.
• Work Style: Comfort working independently and with a team in a remote environment with strong ownership and follow-through.
• Mindset: A practical, customer-oriented mindset that balances urgency, precision, relationship management, and operational reality.

Preferred Qualifications

• Experience working with AI-powered products or workflow automation tools.
• Experience with legal practice management systems or adjacent legal technology platforms.
• Experience in personal injury law, plaintiff law firm operations, or document-heavy legal workflows.
• Experience working in a startup or high-growth environment.
• Experience creating SOPs, playbooks, or repeatable customer workflow documentation.

Job Details

Location: Remote (USA), New York, NY, Los Angeles, CA, Dallas, TX, Houston, TX, Miami, FL
Job Type: remote
Posted: May 12, 2026