Customer Success Manager

About the role

You’ll join the founding team as our first Customer Success Manager and be the primary point of contact for our law firm customers. Beyond supporting customers, you’ll help build the foundations of our customer success function — creating playbooks, refining processes, and shaping how we deliver value at scale.

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

You have:

• A passion for building deep, trusted relationships with customers
• Excellent communication and problem-solving skills
• A proactive mindset — you don’t wait for problems to be reported; you anticipate them
• Experience working with product and engineering teams to represent the voice of the customer
• An interest in AI and the future of professional services
• Previous customer service experience is a plus

Qualifications

You have 1-3 years of experience in a customer-facing role and are excited to work in a fast-paced, high-growth tech company.

Skills

An interest in AI and the future of professional services.

Benefits

Comprehensive health, dental, and vision insurance, as well as meals in office, regular team events, and more!

Pay

The compensation for this position is determined by multiple factors, including prior experience and expertise. A competitive equity component will also be offered as part of the package.

Schedule

This is intense early-stage startup work; the person we hire is expected to step up as an owner, bring structure to ambiguity, and play a key role in forming the company’s vision and culture.