Customer Solutions Manager

Foundation AI is the only AI-native document intake automation platform serving the claims and litigation industries. They are seeking a Customer Solutions Manager to own and optimize the post-launch customer experience across a portfolio of law firms, focusing on customer strategy, workflow design, and adoption.

Responsibilities:

• Serve as the primary post-launch owner for a portfolio of customers, leading them from implementation handoff through hypercare, adoption, optimization, and ongoing success
• Develop a deep understanding of each customer’s workflow, operating model, document mix, goals, and success criteria
• Translate customer requirements into practical solutions within the Foundation AI platform, including workflow recommendations, configuration updates, and process improvements
• Lead customers through go-live readiness, hypercare, and stabilization with strong project ownership and clear communication
• Diagnose customer issues by gathering evidence, isolating root causes, and driving resolution independently or with the collaboration from appropriate internal teams
• Make and manage configuration changes with precision, judgment, and quality control
• Identify risks early, communicate them clearly, and proactively drive mitigation plans before issues become escalations
• Monitor customer usage, workflow performance, and operational signals to identify adoption gaps, solution opportunities, and areas for improvement
• Partner closely with Implementation, Support, Product, and Engineering to ensure customer needs are addressed with speed and accuracy
• Create and maintain customer-facing and internal documentation, including solution recommendations, workflow notes, success plans, and troubleshooting guidance
• Provide customers with strategic guidance and best practices on how to get the most value from Foundation AI within their existing processes and systems
• Capture recurring pain points, workflow patterns, and product gaps, and translate them into actionable internal feedback
• Support renewals and expansion conversations by ensuring customers are realizing value, but this role is primarily measured on solution quality, customer outcomes, and operational execution

Requirements:

• 5+ years of experience in a customer-facing SaaS role such as Customer Success, Solutions Consulting, Implementation, Technical Account Management, or a similar post-sale solutions role
• 2+ years of experience in LegalTech, legal operations, or working closely with law firms
• Strong ability to understand, document, and improve customer workflows in a structured way
• Experience managing complex customer environments where configuration, process design, or systems setup materially impacted outcomes
• Demonstrated problem-solving ability in ambiguous situations, including diagnosing issues, identifying root causes, and driving cross-functional resolution
• Strong communication skills, with the ability to lead customer conversations, ask thoughtful discovery questions, explain complex topics clearly, and write crisp internal summaries
• Proven ability to manage multiple accounts, projects, and priorities while maintaining high quality
• Comfort working independently and with a team in a remote environment with strong ownership and follow-through
• A practical, customer-oriented mindset: you can balance urgency, precision, relationship management, and operational reality
• Experience working with AI-powered products or workflow automation tools
• Experience with legal practice management systems or adjacent legal technology platforms
• Experience in personal injury law, plaintiff law firm operations, or document-heavy legal workflows
• Experience working in a startup or high-growth environment
• Experience creating SOPs, playbooks, or repeatable customer workflow documentation