Customer Success Manager

FirmPilot is the first AI platform built specifically to power modern marketing for law firms. The Customer Success Manager will own the onboarding and success experience for law firms adopting the FirmPilot platform, ensuring clients are educated and achieve early wins while acting as a trusted advisor.

Responsibilities:

• Serve as the primary contact for new client accounts starting at the moment of contract execution
• Lead onboarding and training sessions with attorneys and law firm staff, ensuring full implementation of FirmPilot tools and strategy within the first thirty to sixty days
• Build a deep understanding of each firm’s practice areas, lead flow, intake process, and growth goals in order to tailor support and recommendations
• Drive adoption of FirmPilot’s AI platform, from campaign automation to performance dashboards and AI-generated content workflows
• Translate technical concepts, analytics, and AI features into language that resonates with attorneys and legal teams
• Monitor account activation and key performance indicators, proactively flag risks, and course correct before issues escalate
• Partner cross-functionally with Product, Engineering, and Marketing to improve processes, identify areas of friction, and surface product feedback
• Create detailed onboarding plans and timelines, and communicate with clarity and consistency
• Stay engaged after onboarding to ensure firms are seeing results, deepening platform usage, and expanding their scope
• Act as a strategic advisor and sounding board for law firms navigating digital marketing for the first time or trying to evolve legacy systems