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