AI-Native Customer Success Manager

The Opportunity

Complex litigation is the ultimate test of human cognition. We are building the AI that passes it. Our platform does more than just organize data; it reads, reasons, and references across tens of thousands of documents to produce audit‑ready work in minutes. We are fundamentally redefining the mechanics of how the world’s top law firms win cases.

Department: Customer Success

Location: Georgia (Hybrid)

As our Founding Customer Success Manager, you will own the full post‑sales lifecycle: onboarding, training, adoption, renewals, and expansion. Your clients are mid‑to‑large defense law firms, meaning multiple stakeholders—managing partners, attorneys, and paralegals—with different needs and workflows. This is relationship‑focused work, but you must know the platform inside and out, walking partners through complex workflows and troubleshooting adoption challenges on the fly.

Responsibilities:

• Own the full post‑sales lifecycle: onboarding, training, adoption, renewals, and expansion.
• Build and execute an initial customer success strategy, including onboarding tactics, adoption metrics, and renewal processes.
• Communicate clearly with all stakeholders—including paralegals, attorneys, and managing partners—to ensure product adoption and advocacy.
• Document and refine processes, building playbooks and AI‑driven flows to scale success efforts.
• Identify upsell and expansion opportunities and work closely with Sales and Product to bring them to fruition.
• Provide direct and constructive feedback to internal teams, driving improvements in product and customer experience.

Qualifications:

• 4–6 years of experience in customer success, account management, or client services, ideally at an early‑stage startup or B2B enterprise SaaS.
• Experience managing complex accounts with multiple stakeholders and delivering long‑term value.
• Strong technical aptitude; comfortable explaining complex workflows and troubleshooting with a technical product.
• Excellent communication, ownership, adaptability, and a builder mentality.
• (Optional) Legal or legal‑tech background; regulated industry experience is a plus.
• Curiosity about AI and eagerness to explore how it can enhance customer success.

Who Thrives Here:

• Builder mindset—excited to create playbooks from scratch and to develop AI flows to scale success.
• Clear communicator across all levels, from paralegals to managing partners.
• Comfortable with receiving and giving direct feedback.
• Ownership mindset: whenever the customer’s experience is at stake, you take it seriously.
• Adaptable and quick on your feet when challenges arise.
• Optional: experience in legal, legal‑tech, or regulated industries.
• Bonus: curiosity about AI and eagerness to use it in your workflow.

We are an AI‑native company: small, fast, high‑output. We expect you to be autonomous, curious, and comfortable with direct feedback. If you need too much structure or hand‑holding, this seat may not be the right fit. If independence and building from the ground up attract you, let’s talk.

• Define customer success for a company that is just getting started.
• Work directly with founders who care deeply about customer experience.
• Build relationships with prestigious law firms working on high‑stakes cases.
• Join before the playbook exists and write it yourself.

• Competitive salary.
• Full health, dental, and vision coverage.
• Hybrid in Georgia.
• Direct access to founders and influence over company direction.
• The chance to build a function from scratch at a growing company.