Client Success Associate

Manifest OS is the leading AI-native company on a mission to replace the billable hour and make legal services more accessible for American businesses and consumers. We power the next generation of AI-native law firms with one unified global brand, a proprietary technology platform, and a centralized back office — enabling lawyers to eliminate the administrative burden and focus on delivering exceptional outcomes for their clients. Manifest OS has raised a $60M Series A from Menlo Ventures, Kleiner Perkins, First Round, and Quiet Capital.

The Internal Operations team owns the client experience from kickoff through filing, ensuring every client feels informed, supported, and confident throughout their immigration journey. We partner closely with Legal, Product, Engineering, Operations, and Finance to deliver a seamless, white-glove experience while helping clients navigate a meaningful, high-stakes process.

As Manifest grows, Client Success is responsible for more than just responding to client questions. We identify patterns, improve workflows, build scalable processes, and leverage AI and automation to eliminate repetitive work and continuously improve the client experience. Every operational improvement helps us better serve thousands of clients while allowing the team to focus on the moments that matter most.

As a Customer Success Associate at Manifest, you’ll be the first line of support for clients navigating their immigration journey. You’ll deliver a white glove experience by deeply understanding client pain-points, handling their inquiries, troubleshooting their issues, working with lawyers to ensure clients feel informed and supported from start to finish. You’ll take a step back from the day-to-day and drive strategic initiatives to ensure our systems, product and processes scale long term.

This is a people-focused role that blends problem-solving, communication, empathy, and organization. You’ll be a calm, reliable presence for clients working through a high-stakes process.

• Client support: Respond to client questions through live chat, email, and phone. Offer clear explanations, resolve issues quickly, and know when to escalate.

• Guidance & onboarding: Help clients understand next steps, how to use the portal, how to upload documents, and what to expect throughout the process.

• Case coordination: Monitor client activity, flag missing items, and keep communication loops tight so nothing falls through the cracks.

• Service consistency: Maintain a warm, professional tone across every interaction. Represent the Manifest experience clients expect—organized, caring, and on top of details.

• Strategic initiatives: pot unusual situations, technical issues, and operational bottlenecks before they become larger problems. Partner with cross-functional teams to resolve them, proactively identify repetitive tasks that can be automated, and help build, test, and refine AI systems, workflows, and operational processes that improve efficiency, scalability, and the client experience.

• 3–6 years of experience in customer success, customer support, operations, account management, or a similar role

• Bonus for previous support experience at a tech company, concierge company, or legal services firm

• Experience communicating directly with clients in a fast-paced environment

• Exceptional written and verbal communication skills

• Strong organizational and project management skills, with the ability to manage multiple priorities simultaneously

• Highly detail-oriented and process-oriented, with a passion for identifying inefficiencies and improving how work gets done

• Tech-savvy and comfortable using CRMs, support platforms, ticketing systems, AI tools, and other operational software

• Proactive and comfortable adopting new AI tools, testing features, and integrating technology into daily work

• Comfortable coordinating across multiple teams and driving work forward without direct authority

• Experience with automation tools, AI workflows, or process improvement methodologies is a plus

• SQL proficiency is a strong plus, with the ability to independently analyze operational data and inform decisions

• Experience partnering with Product and Engineering teams is a plus

• Thrives in a fast-paced, high-growth environment with a high degree of ownership and comfort with ambiguity

• Bias toward building solutions and taking initiative

• Based in New York City and available to work in-office five days per week

• You have a growth mindset and are eager to learn, adapt, and take ownership of responsibilities

• You stay calm under pressure and focused on solutions

• You’re service-oriented and solution focused

• You’re eager to support clients going through a meaningful process

• You enjoy owning complex operational problems from beginning to end.

• You naturally look for ways to improve systems instead of accepting inefficient processes.

• You love working across teams, building relationships, solving problems, and making operations more scalable through process improvement and automation.

• You're energized by high ownership, ambiguity, and the opportunity to shape how a rapidly growing company operates.

• You prefer repetitive work over improving systems.

• You only enjoy reactive support rather than proactively solving operational problems.

• You aren't comfortable coordinating multiple stakeholders simultaneously.

• You prefer narrowly defined responsibilities over broad ownership.

• You're looking for a remote or hybrid role. We build together in person in NYC.