Customer Success Manager
About Parambil
The legal industry moves billions of dollars on the backs of antiquated, manual processes. Personal injury lawyers spend countless hours buried in medical records, trying to extract the critical details that make or break their cases. It's slow, expensive, and error-prone. Parambil is changing that. We've built an AI-powered platform that transforms how law firms review medical records — turning weeks of manual work into minutes of intelligent analysis. Our technology helps attorneys quickly identify key medical facts, build stronger cases, and serve their clients better. We're trusted by top personal injury law firms and major enterprises like cruise lines to handle their most critical legal workflows.
The Role
We're looking for a customer-obsessed CSM to own relationships with a portfolio of 50+ law firms and clients who are using AI to transform how they work. This is a high-impact, hands-on role where you'll be in the trenches daily: running onboarding sessions, driving adoption, managing renewals, and ensuring customers get maximum value from Parambil. You'll work closely with the CS Lead, serving as a key execution partner—helping translate strategy into action across your accounts and contributing to team-wide initiatives as we build out the CS function.
What You'll Do
Own your book of business (85% of time)
Act as a trusted advisor to SMB clients on Parambil's AI-enabled solutions, guiding them through implementation, adoption, and value realization
Lead customer onboarding and training sessions—getting new users to their "aha moment" quickly and building the habits that drive long-term retention
Serve as the primary strategic contact for executive and operational stakeholders across your portfolio
Conduct regular check-ins and quarterly business reviews (EBRs), partnering with customers to define success metrics, milestones, and transformational goals
Analyze usage and engagement trends to identify adoption gaps, mitigate churn risk, and surface growth opportunities
Proactively communicate platform enhancements, emerging capabilities, and industry insights to align product value with evolving client needs
Identify and execute upsell and cross-sell opportunities; consistently achieve strong renewal rates and year-over-year portfolio growth
Troubleshoot customer issues and coordinate with Support, Product, and Engineering for fast resolutions
Adapt quickly to product changes, effectively communicating impacts, solutions, and best practices to clients
Support CS operations (15% of time)
Contribute to the refinement of onboarding workflows, success playbooks, and account management frameworks
Drive CS automation efforts—identifying repetitive processes and helping implement tooling to scale the team's impact
Develop and maintain training materials, help docs, and self-service resources
Share customer insights, patterns, and feature requests with the CS Lead and Product teams
Participate in building out health scoring, reporting, and lifecycle processes
Be the voice of the customer
Gather and synthesize feedback from your accounts for Product and Engineering
Serve as a key contributor to testing, validation, and customer readiness efforts as new features ship—helping shape product functionality, UX, and go-to-market adoption strategies
Champion your customers' needs internally
Must-haves
3–5 years in customer-facing roles with B2B SaaS experience (CSM, Account Management, Implementation, Solutions Engineering, or similar)
Proven ability to manage 30–50 accounts while staying organized and prioritizing effectively
Strong track record with retention and customer satisfaction metrics
Excellent communication skills— you can lead executive conversations and hands-on technical trainings with equal confidence
Self-starter mentality: you see what needs to be done and you do it
Comfortable working in ambiguity and building processes as you go
Excited to be on a small, scrappy CS team where you'll wear multiple hats
Nice-to-haves
Experience at an early-stage startup (Seed to Series B)
Background in legal tech, healthcare, or highly regulated industries
Familiarity with the personal injury legal space
Prior experience in consulting, implementation, or technical account management
Experience with CS automation tools or building out CS playbooks from scratch
This Role Is (and Isn't) Right for You
You love talking to customers and genuinely enjoy solving their problems
You're hungry to grow your career and want real exposure to building CS at a startup
You thrive with 5+ customer calls/meetings per day
You want to help shape how we do customer success— not just execute a playbook someone else wrote
You're looking for a place where hard work gets recognized and rewarded
You see yourself managing accounts now and eventually leading a team
Why Join Us
Direct business impact—Customer retention and expansion are critical company metrics that you'll own and influence
Access to leadership—Work directly with founders, shape product direction, and have real input on company strategy
Cutting-edge technology—Help customers adopt AI that's genuinely transforming how legal work gets done
Strong compensation—$120–140K OTE plus meaningful equity in a well-funded, fast-growing startup
Exceptional team—Work with talented, mission-driven people in our NYC office near Grand Central
Accelerated career growth—Ground floor opportunity that will naturally grow into leadership as we scale