Customer Success Manager

Customer Success Manager

Parambil is changing the legal industry by transforming how law firms review medical records with an AI-powered platform. We're looking for a customer-obsessed CSM to own relationships with a portfolio of 50+ law firms and clients who are using AI to transform how they work. This is a high-impact, hands-on role where you'll be in the trenches daily: running onboarding sessions, driving adoption, managing renewals, and ensuring customers get maximum value from Parambil.

You'll work closely with the CS Lead, serving as a key execution partner — helping translate strategy into action across your accounts and contributing to team-wide initiatives as we build out the CS function.

You'll also contribute to building and refining the CS operations that will scale with us — from automation tooling to playbooks to health scoring. This is a ground-floor opportunity to have real ownership, direct access to founders and product, and grow your career as the company scales.

Own your book of business (85% of time)

• Act as a trusted advisor to SMB clients on Parambil's AI-enabled solutions, guiding them through implementation, adoption, and value realization
• Lead customer onboarding and training sessions — getting new users to their "aha moment" quickly and building the habits that drive long-term retention
• Serve as the primary strategic contact for executive and operational stakeholders across your portfolio
• Conduct regular check-ins and quarterly business reviews (EBRs), partnering with customers to define success metrics, milestones, and transformational goals
• Analyze usage and engagement trends to identify adoption gaps, mitigate churn risk, and surface growth opportunities
• Proactively communicate platform enhancements, emerging capabilities, and industry insights to align product value with evolving client needs
• Identify and execute upsell and cross-sell opportunities; consistently achieve strong renewal rates and year-over-year portfolio growth
• Troubleshoot customer issues and coordinate with Support, Product, and Engineering for fast resolutions
• Adapt quickly to product changes, effectively communicating impacts, solutions, and best practices to clients

Support CS operations (15% of time)

• Contribute to the refinement of onboarding workflows, success playbooks, and account management frameworks
• Drive CS automation efforts — identifying repetitive processes and helping implement tooling to scale the team's impact
• Develop and maintain training materials, help docs, and self-service resources
• Share customer insights, patterns, and feature requests with the CS Lead and Product teams
• Participate in building out health scoring, reporting, and lifecycle processes

Be the voice of the customer

• Gather and synthesize feedback from your accounts for Product and Engineering
• Serve as a key contributor to testing, validation, and customer readiness efforts as new features ship — helping shape product functionality, UX, and go-to-market adoption strategies
• Champion your customers' needs internally

Must-haves

• 3–5 years in customer-facing roles with B2B SaaS experience (CSM, Account Management, Implementation, Solutions Engineering, or similar)
• Proven ability to manage 30–50 accounts while staying organized and prioritizing effectively
• Strong track record with retention and customer satisfaction metrics
• Excellent communication skills — you can lead executive conversations and hands-on technical trainings with equal confidence
• Self-starter mentality: you see what needs to be done and you do it
• Comfortable working in ambiguity and building processes as you go
• Excited to be on a small, scrappy CS team where you'll wear multiple hats

Nice-to-haves

• Experience at an early-stage startup…