Customer Solutions Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Act as the principal post-launch owner for a customer portfolio, guiding them from implementation handoff through hypercare, adoption, optimization, and sustained success.

• Acquire a comprehensive understanding of each customer's workflow, operating model, document mix, objectives, and success metrics.

• Convert customer requirements into actionable solutions within the Foundation AI platform, including workflow suggestions, configuration modifications, and process enhancements.

• Guide customers through go-live readiness, hypercare, and stabilization, demonstrating strong project ownership and effective communication.

• Analyze customer issues by collecting evidence, determining root causes, and facilitating resolution independently or in collaboration with relevant internal teams.

• Execute and manage configuration adjustments with accuracy, discernment, and quality assurance.

• Identify risks early, communicate them effectively, and proactively implement mitigation strategies before they escalate into issues.

• Track customer usage, workflow performance, and operational indicators to spot adoption gaps, solution possibilities, and areas in need of improvement.

• Collaborate closely with Implementation, Support, Product, and Engineering teams to ensure customer requirements are met promptly and accurately.

• Create and maintain both customer-facing and internal documentation, including solution recommendations, workflow notes, success plans, and troubleshooting guidance.

• Offer customers strategic advice and best practices on maximizing the value of Foundation AI within their current processes and systems.

• Document recurring challenges, workflow patterns, and product deficiencies, translating them into actionable internal feedback.

• Assist with renewals and expansion discussions by confirming customers are receiving value, although this role primarily focuses on solution quality, customer outcomes, and operational execution.

⛳️ Requirements

• 5+ years of experience in a customer-facing SaaS role such as Customer Success, Solutions Consulting, Implementation, Technical Account Management, or a comparable post-sale solutions position.

• 2+ years of experience in LegalTech, legal operations, or collaboration with law firms.

• Strong capability to comprehend, document, and enhance customer workflows in a systematic manner.

• Experience overseeing complex customer environments where configuration, process design, or systems setup significantly influenced outcomes.

• Proven problem-solving skills in ambiguous situations, including identifying issues, determining root causes, and driving cross-functional solutions.

• Excellent communication abilities, capable of leading customer discussions, posing insightful discovery questions, clearly explaining intricate topics, and crafting concise internal summaries.

• Established capability to manage multiple accounts, projects, and priorities while ensuring high quality.

• Comfort in working independently and as part of a team in a remote setting with strong ownership and follow-through.

• A practical, customer-focused mindset: adept at balancing urgency, accuracy, relationship management, and operational realities.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Remote work options