Customer Success Manager

FirmPilot is an innovative AI platform designed to enhance marketing for law firms, offering intelligent automation and data-driven strategies. They are seeking a Customer Success Manager to guide law firms through onboarding and ensure their success with the platform, acting as a trusted advisor and strategic partner to enhance client retention and performance.

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