About

This role exists to own the customer relationship after implementation at an AI-Tech company transforming how law firms manage immigration notices, deadlines, and case workflows through AI-powered automation. Embedded with a growth-stage legal tech business, the Customer Success Manager plugs into Product, Engineering, and Sales teams to advocate for customers, resolve issues quickly, and introduce new features as they launch. The impact is direct: customer retention, product adoption, and revenue growth all flow through this seat, and the support around it is real.

This is a dedicated, full-time role designed for meaningful impact, stability, and professional growth. Expectations are clear, the bar is high, and the environment rewards technically strong, relationship-driven professionals who want to grow their craft over the long term.

Responsibilities

• Customer Relationship Management: Serve as the primary point of contact for assigned customer accounts, building long-term relationships with attorneys, administrators, and legal staff. Conduct regular check-ins and business reviews so customers are successfully using the platform and achieving measurable value. Monitor customer health scores and proactively address concerns before they escalate.
• Customer Support and Issue Resolution: Respond promptly to customer questions and technical issues, troubleshooting and gathering detailed information before escalating to Engineering. Coordinate with Product and Engineering to ensure bugs are resolved efficiently, and keep customers informed throughout. Track support trends and surface recurring issues to drive systemic improvements and reduce future ticket volume.
• Product Adoption and Training: Train customers on new features and best practices, developing webinars, training sessions, and educational materials that drive self-sufficiency. Help customers optimize their workflows and adopt newly released functionality to maximize ROI.
• Account Growth: Identify opportunities to expand customer usage and introduce clients to new integrations, modules, and premium features. Partner with Sales on upsell and expansion opportunities, and generate referrals and customer testimonials wherever appropriate.
• Customer Feedback and Advocacy: Collect and document customer feedback and feature requests, advocating internally for customer needs and helping prioritize product improvements based on impact. Maintain accurate, up-to-date notes and account records in the CRM so there is visibility across all teams.
• Ownership and AI Leverage: Manage a portfolio of accounts end to end, and use AI tools (ChatGPT, Claude) to accelerate research, communication drafting, and issue triage.

Qualifications

• 3+ years of experience in Customer Success, Account Management, or a client-facing role within a SaaS environment (must-have)
• Proven ability to manage a portfolio of accounts and drive measurable retention and expansion outcomes (must-have)
• Exceptional written and spoken English communication skills with a polished, professional presence (must-have)
• Strong technical aptitude with the ability to troubleshoot platform issues and liaise effectively with Engineering teams (must-have)
• Experience conducting customer trainings, webinars, or onboarding sessions (must-have)
• Proactive, detail-oriented, and highly organized, with the ability to manage multiple accounts simultaneously (must-have)
• Comfortable working 9:00 AM to 6:00 PM PST, Monday to Friday (must-have)
• Experience in legal tech, immigration, or law firm operations preferred
• Familiarity with AI-powered platforms or workflow automation tools preferred
• Experience with CRM platforms such as HubSpot, Salesforce, or similar preferred

Tools You'll Use

• CRM and Account Management: HubSpot (must-have)
• Communication and Collaboration: Gmail, Outlook, Slack, Zoom, Loom, Notion (must-have)
• AI Assistants: ChatGPT, Claude (must-have)
• Product and Issue Tracking: Linear, Jira (preferred)

Benefits

• Competitive salary
• Paid US holidays
• Paid wellness days
• Health and wellness allowance
• Monthly profit sharing
• Long-term placement with real growth
• Continuous upskilling in AI and customer success
• Dedicated success coaching and support