Senior Customer Success Manager

FirmPilot is the first generative AI platform built specifically to power modern marketing for law firms. We deliver real results through intelligent automation, data-driven SEO, and performance-first content strategies. Our clients range from small law firms to established practices that need smarter, faster, more scalable marketing. We are backed by top-tier investors and are growing fast.
We are building a team of high performers who take ownership, move quickly, and show up with clarity, trust, and accountability. This role is ideal for someone who enjoys operating at the intersection of strategy, operations, and client relationships, and who thrives in environments where expectations are high and the impact is immediate.
About the Role
We are hiring a Customer Success Manager to own the onboarding and success experience for law firms adopting the FirmPilot platform. You will lead new clients through setup, education, and early wins, acting as both a trusted advisor and strategic partner. Your ability to build trust with attorneys, identify what drives performance, and guide clients through the platform will be critical to their long-term success and retention.
This role requires a unique mix of client-facing experience, comfort with technical tools, and the ability to translate generative AI and marketing strategy into actionable outcomes. You will be expected to lead with confidence, think critically, and contribute meaningfully to how we scale our client experience from onboarding through maturity.
What You Will Do

• 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

• 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

• Competitive compensation
• Health and dental benefits
• Real ownership over your work and direct access to leadership
• Career growth as the Customer Success function scales
• A chance to work with a product that clients truly value and a team that moves with purpose
• A culture built on high standards, trust, clarity, and speed