Customer Success Manager
FirmPilot
Administration
United States
Posted on Mar 28, 2025
Firmpilot is the leading AI-powered marketing platform built exclusively for law firms. We're reshaping how legal professionals grow their businesses through automation, intelligent insights, and hands-off client acquisition. Backed by $12 million in funding from Thomson Reuters Ventures and HubSpot Ventures, we’re scaling fast — and looking for ambitious, mission-driven talent to help our customers win.
The Role
We’re hiring a Customer Success Manager (CSM) to own and scale relationships with our rapidly growing client base. As a CSM, your job is simple but high impact: drive client retention, satisfaction, and growth. You’ll be the go-to advisor for law firm clients, helping them fully leverage Firmpilot to achieve results — while coordinating internally to solve issues, deliver value, and surface new opportunities.
This is a key role on our frontline team — ideal for someone who thrives in a fast-moving SaaS environment, loves solving problems, and wants to have a direct impact on customer happiness and company revenue.
What You’ll Do
Salary Range: $100,000 - $130,000 + upsell commissions
The Role
We’re hiring a Customer Success Manager (CSM) to own and scale relationships with our rapidly growing client base. As a CSM, your job is simple but high impact: drive client retention, satisfaction, and growth. You’ll be the go-to advisor for law firm clients, helping them fully leverage Firmpilot to achieve results — while coordinating internally to solve issues, deliver value, and surface new opportunities.
This is a key role on our frontline team — ideal for someone who thrives in a fast-moving SaaS environment, loves solving problems, and wants to have a direct impact on customer happiness and company revenue.
What You’ll Do
- Own the post-sale relationship with a portfolio of small-to-mid-sized law firms
- Deliver onboarding, training, and ongoing strategic check-ins to ensure adoption and measurable success
- Serve as a trusted advisor and product expert, helping clients get real value from our platform
- Monitor health metrics to identify at-risk accounts and proactively address issues
- Gather and relay client feedback to Product and Marketing to shape roadmap and messaging
- Collaborate with Sales to identify upsell and expansion opportunities
- Develop and improve playbooks, lifecycle programs, and scalable support tools
- Be the voice of the customer internally — advocating for their success every step of the way
- 2–5 years of Customer Success experience at a SaaS company (required)
- Track record of retaining and growing client accounts through value delivery
- Excellent communication, empathy, and problem-solving skills
- Ability to manage multiple accounts and projects at once without dropping the ball
- Strong understanding of customer journey, onboarding, and lifecycle best practices
- Experience using Vitally, HubSpot or similar CRM tools
- Self-starter who thrives in a fast-paced, high-growth startup environment
- Huge plus: Experience in legal tech or martech serving SMB clients
- Bonus: Familiarity with law firm business models and professional services marketing
- Backed by top investors like Thomson Reuters Ventures, Blumberg Capital, SaaS Ventures, and HubSpot Ventures
- Join a fast-growing team that’s building something truly new in legal tech
- Make a direct impact on the lives and success of small business owners
- Work with a driven, collaborative team that values transparency and excellence
- Remote-first with optional in-person collaboration
Salary Range: $100,000 - $130,000 + upsell commissions