Founding Account Manager

Ajax•New York, NY

4d•$130,000 - $180,000•Onsite

About The Position

Ajax uses AI to automate timekeeping for law firms. Over 200 firms are paying customers, 14 of them have angel-invested their own money, and our net dollar retention is 140% - firms that start with a handful of seats keep adding more. After the pilot converts, though, there's nobody at Ajax whose whole job is to proactively roll out more deeply to those firms, introduce them to new features, manage their renewals, and make sure they're being taken care of. Our Activation team runs the pilot and the rollout, and keeps tabs on the firms afterwards, but we have a lot of pilots (we're growing fast). You'll be the first person whose whole job is to nurture our existing customers, build tooling to proactively monitor their happiness, and keep them coming back to Ajax every day. If you do a great job, you'll be responsible for millions of dollars of retention, expansion, and upsells. You'll report directly to Jack, the co-Founder (GTM) and co-CEO.

Requirements

You'd rather write the playbook than inherit one. This is a founding role; you'll be inheriting a lot of happy customers, but will have to build much of the process yourself.
Managing partners will take you seriously. Our customers are lawyers; they're skeptical and sometimes argumentative. You'll need to communicate with poise, clarity, and kindness.
You can build your own tools. If you need a dashboard or automation, you're not afraid to create it. You'll have access to Claude Code / Codex, n8n, Zapier, and whatever else you need.
You're comfortable closing. You'll be running retention, which means you'll be negotiating.
You can keep a lot of plates spinning. 200+ firms means deciding where to spend your own time and energy, then not dropping any balls.

Responsibilities

Run regular check-ins. QBRs with bigger firms, lighter-touch for the rest. You'll create the cadence, run the calls, and PM any product improvements that emerge from them.
Grow the accounts. You'll drive seat expansion, term extensions, upsell, and renewals.
Roll out new products. We ship new features constantly, and need a way to make sure our thousands of user hear about and adopt them. You'll own that adoption lifecycle.
Build monitoring. You'll own creating tools that alert us to problems before they happen, notify you of opportunities, and speed the entire team up.
Decide what we should build. You'll hear the same request from five firms before anyone else does, which means you're one of the key voices in the room when we decide what belongs on the roadmap.