AI-Native Customer Success Manager

TurboLaw

4d • Hybrid

About The Position

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.

Requirements

• 4–6 years in customer success, account management, or client services.
• Experience ideally at an early-stage startup or B2B enterprise SaaS company.
• Proven ability to manage complex accounts with multiple stakeholders.
• Demonstrated skill in building lasting client relationships.
• Very tech-savvy.
• Ability to communicate clearly with diverse stakeholders, from paralegals to managing partners.
• Comfort with direct feedback, both giving and receiving.
• Strong sense of ownership; taking responsibility for customer-facing issues.
• Adaptability and ability to think on your feet when faced with unexpected challenges.
• Willingness to create playbooks from scratch and build AI flows for self-scaling.

Nice To Haves

• Experience in legal, legaltech, or other regulated industries.
• Curiosity about AI and excitement to learn how to leverage it in your workflow.

Responsibilities

• Own the full post-sales lifecycle: onboarding, training, adoption, renewals, and expansion.
• Manage relationships with mid- to large-sized defense law firms, including multiple stakeholders (managing partners, attorneys, paralegals) with different needs and workflows.
• Understand the platform deeply to guide clients through complex workflows and troubleshoot adoption challenges.
• Use AI to automate customer management tasks and scale efforts.
• Define and implement customer success strategies and playbooks from scratch.
• Set the customer success culture for the company.
• Nurture client relationships and ensure they see immediate and compounding value from the platform.

Benefits

• Competitive salary
• Full health, dental, and vision coverage
• Direct access to founders and influence over company direction
• The chance to build a function from scratch at a company that's actually growing

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed