Customer Success Lead

Parambil•New York City, NY

1d•$120 - $200•Onsite

About The Position

About Parambil The legal industry moves billions of dollars on the backs of antiquated, manual processes. Personal injury lawyers spend countless hours buried in medical records, trying to extract the critical details that make or break their cases. It's slow, expensive, and error-prone. Parambil is changing that. We've built an AI-powered platform that transforms how law firms review medical records — turning weeks of manual work into minutes of intelligent analysis. Our technology helps attorneys quickly identify key medical facts, build stronger cases, and serve their clients better. We're trusted by top personal injury law firms and major enterprises like cruise lines to handle their most critical legal workflows. This year alone, we 10x'd our revenue and customer base — and we're just getting started. Parambil is backed by $8M from leading investors including Bling Capital, NVP, and Daybreak (with $6M raised just this quarter). We're led by technical founders from McKinsey QuantumBlack, Yale/Stanford Medicine, and Emory CS, and advised by post-exit CTOs and AI professors. Our team is small, technical, and moving fast — and we're building the future of legal AI from our NYC office near Grand Central. The Role We're looking for our first dedicated Customer Success hire to own relationships with our 50+ customers and build the systems to help them succeed. This is a hands-on, high-impact role where you'll be in the trenches: running customer calls, building training programs, driving renewals, and establishing the playbook for how we deliver value at scale. You'll have direct responsibility for a portfolio of accounts while simultaneously building the CS infrastructure (processes, metrics, content) that will scale as we grow. This is an IC role with significant ownership and visibility, as well as the ability to grow with the company - you'll shape how we think about customer success as a company.

Requirements

5-8 years in customer-facing roles with significant B2B SaaS experience
Proven ability to manage 20-40+ accounts simultaneously and prioritize effectively
Track record of strong retention and expansion metrics (NRR, GRR, logo retention)
Exceptional communication skills - you can lead executive conversations and technical trainings with equal confidence
Strong operational mindset: you naturally build systems, document processes, and think about scale
Highly organized and self-directed - you don't need someone telling you what to do
Comfortable being the first CS person for now, but excited about eventually building a team

Nice To Haves

Experience at an early stage company (< Series B)
Built CS function from scratch or were in first 2-3 CS hires
Experience in the personal injury space
Background in consulting, solutions engineering, or implementation roles

Responsibilities

Manage customer relationships (70% of time)
Own a portfolio of customers across different segments, serving as their primary point of contact
Lead customer onboarding and implementation, getting new users to value quickly
Conduct regular check-ins, business reviews, and success planning conversations
Drive product adoption by training users, sharing best practices, and identifying expansion opportunities
Manage renewals and work closely with Sales on expansion deals
Troubleshoot issues and coordinate with Support/Product/Engineering for resolutions
Build CS foundations (30% of time)
Create onboarding workflows, playbooks, and account management frameworks
Develop customer health scoring and early warning systems for churn risk
Build a library of training materials, documentation, and self-service resources
Establish key metrics and dashboards to track engagement, health, and outcomes
Design and implement processes for QBRs, success milestones, and lifecycle touchpoints
Be the voice of the customer
Gather and synthesize customer feedback for Product and Engineering teams
Identify patterns in customer needs, pain points, and feature requests
Partner with Product on beta testing and customer advisory initiatives