FirmPilot · 12 hours ago
Lead Customer Success Manager
United States
Full-time
Remote
Senior Level
$120K/yr - $132K/yr
4+ years expFirmPilot is a generative AI platform focused on modern marketing for law firms, seeking to drive outcomes through intelligent automation and data-driven strategies. The Lead Customer Success Manager will manage high-value customer accounts, act as a strategic advisor, and mentor other team members while ensuring customer retention and success.
Artificial Intelligence (AI)LegalLegal TechMarketing AutomationSEO
Responsibilities
Own and manage a portfolio of high priority customer accounts, serving as the primary point of contact and strategic advisor
Drive customer adoption, retention, and renewal outcomes across your book of business
Lead renewal conversations and manage risk across complex or high visibility accounts
Act as a mentor and informal leader to other Customer Success Managers
Contribute to the development and refinement of Customer Success playbooks, processes, and best practices
Identify early indicators of churn risk and take proactive action to mitigate issues
Partner closely with Product, Engineering, and Marketing to surface customer feedback and improve outcomes
Translate platform capabilities, AI features, and marketing strategy into clear business value for customers
Support onboarding, activation milestones, and ongoing account health initiatives
Qualification
Required
Four or more years of experience in Customer Success or Account Management roles
Proven success owning complex accounts and driving renewals and retention
Experience working in fast paced, growth stage environments
Strong operational instincts and the ability to follow and improve structured processes
Confidence leading executive level conversations with customers
Ability to influence without formal authority and act as a trusted peer to other CSMs
Clear, confident communication skills with both internal and external stakeholders
High ownership, strong follow through, and a bias toward action
Comfort operating in accountability driven environments with clear performance expectations
Preferred
Experience in legal tech, professional services, or marketing technology
Familiarity with AI driven platforms or products
Experience with Customer Success tools such as Gainsight, ChurnZero, or Vitally
Exposure to digital marketing concepts including SEO, paid media, and content strategy
Benefits
Health, Dental, and Vision benefits
Direct access to leadership and meaningful ownership over your work
The opportunity to have immediate impact at a high growth company
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