FirmPilot · 19 hours ago
Director of Customer Success
United States
Full-time
Remote
Lead/Staff, Director/Executive
$140K/yr - $157K/yr
5+ years expFirmPilot is the first generative AI platform built specifically to power modern marketing for law firms. They are seeking a Director of Customer Success to lead and scale their Customer Success organization, focusing on building retention strategies and supporting high-value accounts. This role involves coaching a team, refining processes, and driving customer outcomes to achieve Gross Dollar Retention goals.
Artificial Intelligence (AI)LegalLegal TechMarketing AutomationSEO
Responsibilities
Lead, coach, and develop a team of Customer Success Managers, including hiring as the team grows
Personally own a portfolio of high priority accounts and act as a strategic advisor and executive sponsor
Build and refine Customer Success playbooks, processes, and systems that drive retention, adoption, and expansion
Establish and monitor leading indicators of churn risk and ensure proactive intervention
Partner closely with Product, Engineering, and Marketing to improve customer outcomes and close feedback loops
Drive accountability across the team for activation milestones, health metrics, and retention goals
Create a culture of ownership, urgency, and results within the Customer Success organization
Translate platform capabilities, AI features, and marketing strategy into clear business outcomes for law firm leadership
Identify patterns across accounts to inform product roadmap and go to market decisions
Qualification
Required
Five or more years of experience in Customer Success, including at least two years managing and developing CSMs
A proven track record of scaling Customer Success at growth stage startups
Strong operational experience building or refining CS playbooks, health scoring, and retention focused processes
Demonstrated success improving retention metrics and a clear understanding of the drivers behind Gross Dollar Retention
Ability to operate as a player coach, balancing leadership responsibilities with hands on account ownership
Strong executive presence and the ability to build trust with demanding customers
Clear, confident communication skills and the ability to explain technical or strategic concepts to non technical audiences
High agency, strong follow through, and a bias toward action
Comfort operating in fast paced, ambiguous environments with high accountability
Preferred
Experience in legal tech, professional services, or marketing technology
Familiarity with AI driven products or companies where AI is core to the value proposition
Experience with Customer Success platforms such as Gainsight, ChurnZero, or Vitally
Exposure to digital marketing concepts including SEO, paid media, and content strategy
Benefits
Health and dental benefits
Direct access to leadership and real ownership over your work
Career growth as the company and Customer Success organization scale
The opportunity to build something meaningful where your impact is immediate
A culture built on high standards, accountability, and winning
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