AI-Native Customer Success Manager

Department: Customer Success Location: Georgia (Hybrid) The Opportunity Complex litigation is the ultimate test of human cognition. We are building the AI that passes it. Our platform does more than just organize data; it reads, reasons, and references across tens of thousands of documents to produce audit-ready work in minutes. We are fundamentally redefining the mechanics of how the world’s top law firms win cases. We have moved past the initial experimental phase. With paying customers, a product in production, and a growing pipeline, our focus is now on ensuring our partners see immediate and compounding value. Up to this point, customer relationships have been managed by the founders. We are now at the inflection point where we need an operational leader to own the post-sale journey. As our Founding Customer Success Manager , you will not inherit a playbook; you will write it. You will use AI to automate much of the grunt work of customer management and to build real relationships with clients. You will define what customer success looks like at this company, from initial onboarding strategy to long-term firm adoption. The relationships you nurture and the success culture you set today will serve as the foundation for how we scale across the entire legal industry. The Role As our Founding CSM, you'll own the full post-sales lifecycle: onboarding, training, adoption, renewals, and expansion. Your clients are mid- to large-sized defense law firms, which means multiple stakeholders (managing partners, attorneys, paralegals) with different needs and workflows. This is relationship-focused work, but you'll need to know the platform inside and out. You're not writing code, but you should be able to walk a partner through a complex workflow and troubleshoot adoption challenges on the fly. Who Thrives Here You have 4–6 years in customer success, account management, or client services, ideally at an early-stage startup or B2B enterprise SaaS company. You've managed complex accounts with multiple stakeholders and know how to build lasting relationships. You are very tech-savvy. You're a builder , excited to create playbooks from scratch and build AI flows to scale yourself, not just follow them You communicate clearly with everyone, from paralegals to managing partners You're comfortable with direct feedback and give it as well as you take it You take ownership: if it touches the customer, it's your problem to solve You're adaptable and think on your feet when things don't go as planned (Optional) You have experience in legal, legaltech, or other regulated industries (Bonus) You're curious about AI and excited to learn how to leverage it in your workflow How We Work We're an AI-native company: small, fast, and high-output. You'll work alongside a team that uses AI across every function, and we'll expect you to get curious about how it can make you better at your job, too. We give direct feedback, we move quickly, and we trust people to own their work. If you need a lot of structure or hand-holding, this isn't the right seat. If you thrive with autonomy and want to build something from the ground up, let's talk. 🚀 Why Us You'll be the first person in this role and will shape the function as we grow. You'll work directly with the founders on our most important customer relationships. Define customer success for a company that's just getting started Work directly with founders who care deeply about customer experience Build relationships with prestigious law firms working on high-stakes cases Join before the playbook exists and write it yourself What We Offer Competitive salary Full health, dental, and vision coverage Hybrid in Georgia Direct access to founders and influence over company direction The chance to build a function from scratch at a company that's actually growing