Customer Solutions Manager

About Us: Foundation AI is the only AI-native document intake automation platform serving the claims and litigation industries. Founded in 2019 by a team of lawyers and data scientists, Foundation AI processes millions of documents each month for hundreds of US law firms, including many of the largest and most respected plaintiff and injury law firms in the country. Find out more at www.foundationai.com This is a remote role, but we're considering candidates in New York. Job Overview: Foundation AI is seeking a Customer Solutions Manager to own and optimize the post-launch customer experience across a portfolio of law firms. This is not a traditional renewal-focused Customer Success role. This role sits at the intersection of customer strategy, workflow design, configuration, troubleshooting, and adoption . You will partner closely with customers to understand how their teams operate, translate those requirements into scalable solutions inside the Foundation AI platform, guide them through initial utilization and long-term success while ensuring they realize measurable value over time. The right person for this role is equal parts customer advocate, workflow consultant, operator, and problem solver . They are comfortable working in complex, detail-sensitive, and high-stakes environments where solutions can drive meaningful value for our law firm clients. They know how to ask good questions, structure ambiguous problems, drive cross-functional resolution, and keep customers confident through change. What You’ll Do: Serve as the primary post-launch owner for a portfolio of customers, leading them from implementation handoff through hypercare, adoption, optimization, and ongoing success. Develop a deep understanding of each customer’s workflow, operating model, document mix, goals, and success criteria. Translate customer requirements into practical solutions within the Foundation AI platform, including workflow recommendations, configuration updates, and process improvements. Lead customers through go-live readiness, hypercare, and stabilization with strong project ownership and clear communication. Diagnose customer issues by gathering evidence, isolating root causes, and driving resolution independently or with the collaboration from appropriate internal teams. Make and manage configuration changes with precision, judgment, and quality control. Identify risks early, communicate them clearly, and proactively drive mitigation plans before issues become escalations. Monitor customer usage, workflow performance, and operational signals to identify adoption gaps, solution opportunities, and areas for improvement. Partner closely with Implementation, Support, Product, and Engineering to ensure customer needs are addressed with speed and accuracy. Create and maintain customer-facing and internal documentation, including solution recommendations, workflow notes, success plans, and troubleshooting guidance. Provide customers with strategic guidance and best practices on how to get the most value from Foundation AI within their existing processes and systems. Capture recurring pain points, workflow patterns, and product gaps, and translate them into actionable internal feedback. Support renewals and expansion conversations by ensuring customers are realizing value, but this role is primarily measured on solution quality, customer outcomes, and operational execution . What We’re Looking For: 5+ years of experience in a customer-facing SaaS role such as Customer Success, Solutions Consulting, Implementation, Technical Account Management, or a similar post-sale solutions role. 2+ years of experience in LegalTech, legal operations, or working closely with law firms. Strong ability to understand, document, and improve customer workflows in a structured way. Experience managing complex customer environments where configuration, process design, or systems setup materially impacted outcomes. Demonstrated problem-solving ability in ambiguous situations, including diagnosing issues, identifying root causes, and driving cross-functional resolution. Strong communication skills, with the ability to lead customer conversations, ask thoughtful discovery questions, explain complex topics clearly, and write crisp internal summaries. Proven ability to manage multiple accounts, projects, and priorities while maintaining high quality. Comfort working independently and with a team in a remote environment with strong ownership and follow-through. A practical, customer-oriented mindset: you can balance urgency, precision, relationship management, and operational reality. Preferred Qualifications Experience working with AI-powered products or workflow automation tools. Experience with legal practice management systems or adjacent legal technology platforms. Experience in personal injury law, plaintiff law firm operations, or document-heavy legal workflows. Experience working in a startup or high-growth environment. Experience creating SOPs, playbooks, or repeatable customer workflow documentation. Personal Attributes Deeply customer-minded, but grounded in operational reality Analytical and structured in how you think through problems Calm under pressure and able to manage complex situations with professionalism Detail-oriented and quality-conscious Resourceful and proactive within imperfect systems and evolving processes Collaborative, low-ego, and motivated by helping customers and teammates succeed Why This Role Matters Foundation AI sits inside mission-critical workflows for plaintiff law firms. The quality of our customer solutions work directly affects adoption, trust, and outcomes. This role is central to ensuring customers not only implement Foundation AI successfully, but also continue to improve how they operate through it. If you enjoy solving messy workflow problems, building strong customer partnerships, innovating cutting-edge technology, and operating where technology and real-world process meet, we’d love to hear from you. Our Commitment: At Foundation AI, we're committed to creating an inclusive and diverse workplace. We value equal opportunity and affirmative action principles, giving everyone an equal chance to succeed. We're dedicated to offering equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. Upholding these values and adhering to applicable laws is paramount to us. For any feedback or inquiries, please contact us at [email protected] . Learn more about us at www.foundationai.com