FirmPilot · 5 hours ago
Senior Customer Success Manager
United States
Full-time
Remote
Mid, Senior Level
$85K/yr - $115K/yr
3+ years expFirmPilot is a generative AI platform designed for law firm marketing, providing intelligent automation and data-driven strategies. The Customer Success Manager will lead onboarding and ensure client success by building trust and guiding law firms through the platform's features and strategies.
Artificial Intelligence (AI)LegalLegal TechMarketing AutomationSEO
Responsibilities
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
Qualification
Required
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
Preferred
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
Benefits
Health and dental benefits
Company
FirmPilot
FirmPilot develops an AI-driven marketing engine designed for law firms.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$9MKey Investors
Valor Ventures
2025-05-07Series Unknown
2024-06-10Series A· $7M
2024-01-02Seed· $2M
Leadership Team
Jake Soffer
Founder
Jesse Rubin
Chief Operations Officer
Recent News
Tech Startups - Startups and Technology news
2025-05-09
Company data provided by crunchbase