Customer Success Manager

FirmPilot is an AI platform designed for modern marketing in law firms. The Customer Success Manager will oversee the onboarding process for law firms, ensuring they successfully adopt the FirmPilot platform while acting as a strategic partner throughout their journey.

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

Requirements:

• Three to five years of experience in customer success, onboarding, or account management roles
• Prior experience working with attorneys or legal clients, and a strong grasp of the nuances of professional services relationship management
• Demonstrated success leading onboarding processes from end to end, with an ability to command a virtual room and coach clients toward activation
• Strong understanding of digital marketing, particularly SEO, PPC, and content strategies
• Familiarity with AI concepts and a desire to learn and apply emerging technologies in a practical way
• Ability to manage multiple onboarding engagements at once with precision and accountability
• Clear and confident communication skills, both verbal and written
• Strategic mindset, with a bias toward action and problem solving
• High degree of emotional intelligence and presence, especially when working with time-constrained legal professionals
• Comfort operating in a fast-paced environment where you are expected to own outcomes
• Familiarity with legal tech platforms like Clio, Lawmatics, Lead Docket, or similar
• Experience using content management systems such as WordPress
• Exposure to performance tools like Google Analytics, Search Console, or Looker Studio
• Background in B2B SaaS, legal marketing, or a startup setting where you had to build while executing