Customer Success Manager

Parambil•New York, NY

25d•$120,000 - $140,000•Onsite

About The Position

Parambil is seeking a customer-obsessed Customer Success Manager (CSM) to manage relationships with a portfolio of over 50 law firms and clients. This role involves daily hands-on work, including running onboarding sessions, driving adoption, managing renewals, and ensuring customers maximize value from Parambil's AI-powered platform. The CSM will act as a key execution partner to the CS Lead, translating strategy into action and contributing to team-wide initiatives. Additionally, the role involves contributing to the development and refinement of CS operations, such as automation tooling, playbooks, and health scoring. This is a ground-floor opportunity offering significant ownership, direct access to founders and product, and career growth potential as the company scales.

Requirements

3–5 years in customer-facing roles with B2B SaaS experience (CSM, Account Management, Implementation, Solutions Engineering, or similar).
Proven ability to manage 30–50 accounts while staying organized and prioritizing effectively.
Strong track record with retention and customer satisfaction metrics.
Excellent communication skills, capable of leading executive conversations and hands-on technical trainings.
Self-starter mentality.
Comfortable working in ambiguity and building processes.
Willingness to wear multiple hats on a small, scrappy CS team.

Nice To Haves

Experience at an early-stage startup (Seed to Series B).
Background in legal tech, healthcare, or highly regulated industries.
Familiarity with the personal injury legal space.
Prior experience in consulting, implementation, or technical account management.
Experience with CS automation tools or building out CS playbooks from scratch.

Responsibilities

Own a book of business, acting as a trusted advisor to SMB clients on Parambil's AI-enabled solutions.
Guide clients through implementation, adoption, and value realization.
Lead customer onboarding and training sessions to drive user engagement and retention.
Serve as the primary strategic contact for executive and operational stakeholders.
Conduct regular check-ins and quarterly business reviews (EBRs) to define success metrics and goals with customers.
Analyze usage and engagement trends to identify adoption gaps, mitigate churn risk, and surface growth opportunities.
Proactively communicate platform enhancements and industry insights to clients.
Identify and execute upsell and cross-sell opportunities to achieve strong renewal rates and portfolio growth.
Troubleshoot customer issues and coordinate with Support, Product, and Engineering for resolutions.
Adapt quickly to product changes and communicate impacts, solutions, and best practices to clients.
Contribute to the refinement of onboarding workflows, success playbooks, and account management frameworks.
Drive CS automation efforts by identifying repetitive processes and helping implement scaling tools.
Develop and maintain training materials, help docs, and self-service resources.
Share customer insights, patterns, and feature requests with the CS Lead and Product teams.
Participate in building out health scoring, reporting, and lifecycle processes.
Gather and synthesize customer feedback for Product and Engineering.
Serve as a key contributor to testing, validation, and customer readiness efforts for new features.
Champion customer needs internally.