Founding Account Manager - Ajax
About The Position
Our partner is a seed-funded legal technology company building time-tracking software for law firms. Their product automatically captures billable activity, drafts the time entries, and pushes them into the firm's billing system, saving attorneys roughly an hour a week of administrative work and surfacing meaningfully more billable time than manual tracking. They have been in market for more than two years, win the vast majority of their pilots, have never lost a customer, and have grown revenue sixfold since their raise. The team of about 14 works in person in downtown Manhattan, with go-to-market and engineering side by side. This is the company's first dedicated account management hire and a founding role in a brand-new function. Today, once a pilot is won, customer accounts are owned informally by the team that ran the pilot, and there is no structured account management behind a multi-million-dollar recurring revenue base. You will build that function: account-health tracking, proactive check-ins, quarterly business reviews, renewals and expansion, and the dashboards and tooling that make it all run. The product is technical, so you will learn it deeply and resolve many customer questions yourself rather than escalating them. You will report to the go-to-market co-founder and work closely with the customer onboarding team. The role is customer-success oriented but builder-first, and its scope can grow with the company.
Requirements
- 2-5 years of experience in consulting, investment banking, product or operations at a financial or technology company, or an early-stage startup
- A track record of building systems to manage large volumes of people, information or process
- Strong with tools: comfortable building dashboards and connecting systems; experience with AI tools is a plus
- Technical aptitude to learn a complex product deeply and troubleshoot customer issues
- Clear, confident communicator with demanding professional-services customers; comfortable negotiating renewals
- Able to work onsite in New York City Monday through Friday
Nice To Haves
- Some account management or customer success experience is welcome but not required
Responsibilities
- Own proactive outreach, check-ins and relationship health across the company's law-firm customers
- Build the account-tracking system and dashboards from scratch, using the company's BI tooling and AI tools to connect data sources
- Run quarterly business reviews and lead renewal and expansion conversations
- Resolve a share of customer support tickets directly, drawing on deep working knowledge of the product
- Write the playbooks and processes for the account management function
- Handle skeptical or demanding stakeholders with poise, clarity and empathy
- Bring customer feedback back to the product and engineering team
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
