Customer Success Manager
FirmPilot is the first 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 RoleWe 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
What You Bring
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
Nice to Have
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
What We Offer
Health, dental, vision benefits
Discretionary Time Off
11 Federal Holidays, 2 Floating Holidays
Real ownership over your work and direct access to leadership
Career growth and leadership opportunities 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
Pursuant of pay transparency laws, the anticipated good faith base range for this role $80,000 - $100,000
Apply Now
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 RoleWe 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
What You Bring
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
Nice to Have
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
What We Offer
Health, dental, vision benefits
Discretionary Time Off
11 Federal Holidays, 2 Floating Holidays
Real ownership over your work and direct access to leadership
Career growth and leadership opportunities 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
Pursuant of pay transparency laws, the anticipated good faith base range for this role $80,000 - $100,000
Apply Now