Customer Success Manager
About The Position
Premier Global Links LLC is recruiting for a confidential, high-growth AI technology startup that is transforming timekeeping and billing workflows for law firms. Its AI-powered platform helps legal professionals capture billable work from emails, documents, and calls to improve time-entry accuracy and reduce lost billable hours. The Customer Success & Activation Manager leads customer onboarding, manages product pilots, improves user adoption, and helps build scalable activation processes. This is a hands-on role for someone who enjoys solving problems, working directly with clients, and taking ownership in a fast-paced, early-stage environment. The position is fully on-site in New York City's Financial District five days per week and involves frequent customer interaction, independent problem-solving, and a high level of ownership. Candidates already based in New York City are preferred. Relocation may be considered, provided candidates can meet the company's hiring timeline.
Requirements
- 2–4 years of relevant experience in management consulting, investment banking, private equity, or a reputable, high-growth startup.
- Excellent customer-facing communication, relationship-management, and problem-solving skills.
- Strong critical-thinking and analytical abilities.
- Ability to manage multiple customer engagements and resolve issues with minimal supervision.
- Comfort working directly with customers throughout the day, including training, troubleshooting, and follow-up.
- Interest in AI-powered software, workflow automation, and technology-driven business solutions.
- Ability to work in a fast-paced, early-stage startup environment and take ownership of projects.
- Must be authorized to work in the United States without employer visa sponsorship.
- Ability to work on-site in New York City's Financial District five days per week.
Nice To Haves
- Experience in consulting, client services, customer success, implementation, or operational problem-solving.
- Experience creating workflows, playbooks, reports, or process automations.
- Strong academic background; a degree from a highly regarded university is a plus.
- Experience working with SaaS products, AI tools, or technology startups.
- Candidates already based in New York City are preferred.
Responsibilities
- Lead customer onboarding, kickoff meetings, and individual setup sessions.
- Guide legal professionals through product training, configuration, and adoption.
- Own customer pilot execution, monitor engagement, identify obstacles, and help customers achieve measurable value.
- Manage customer relationships and communicate effectively with users and decision-makers.
- Investigate product issues, coordinate solutions, and share actionable feedback with engineering and product teams.
- Document customer outcomes, demonstrate return on investment, and support pilot-to-subscription conversion.
- Develop reusable onboarding materials, playbooks, reports, and process automations.
- Collaborate with sales, product, and engineering to improve the customer experience and activation process.
- Identify opportunities to improve customer satisfaction, retention, referrals, and operational efficiency.
Benefits
- Equity opportunity of 0.15%–0.30%, subject to company terms.
- Potential additional performance-based bonus.
- Opportunity to influence product development and build customer activation processes as the company grows.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
