Customer Success Manager

Visalaw.ai is a cutting-edge legal tech startup that leverages artificial intelligence to revolutionize immigration law practice. They are seeking a driven Customer Success Manager to onboard, retain, and support law firm clients as they adopt the Visalaw AI platform, ensuring an exceptional client experience.

Responsibilities:

• Guide new clients through a structured onboarding process, ensuring a smooth transition onto the Visalaw.ai platform
• Provide hands-on training and follow-up support to set each firm up for success from day one
• Serve as a dedicated point of contact for an assigned portfolio of law firm clients, managed collaboratively alongside a peer CSM
• Conduct regular check-ins and proactive outreach to ensure satisfaction and continued platform adoption
• Monitor client health and usage to identify at-risk accounts
• Escalate concerns to CS leadership and execute agreed-upon action plans to resolve issues and support renewals
• Surface and flag client expansion opportunities, such as increased usage or interest in additional features, to CS leadership and the sales team for follow-up
• Gather and relay client feedback to help leadership and the product team understand platform performance, pain points, and improvement opportunities
• Contribute to the development and upkeep of help guides, onboarding materials, FAQs, and best practice resources that empower clients to get the most out of Visalaw.ai
• Work closely with your peer CSM, fractional CS leader, and the sales, product, and engineering teams to ensure a seamless and cohesive client experience
• Stay current on developments in AI, immigration law, and legal tech to better serve clients and anticipate their evolving needs