Why This Job is Featured on The SaaS Jobs
FirmPilot sits at the intersection of vertical SaaS and applied generative AI, serving a defined buyer (law firms) with a product tied to measurable marketing outcomes. That combination makes Customer Success materially more than relationship management: it becomes the function translating an AI-enabled platform into repeatable workflows and early proof of value in a regulated, time-constrained customer environment.
From a SaaS career standpoint, the role builds durable experience in two areas that travel well across B2B software: structured onboarding as a growth lever, and adoption work anchored in product usage and performance indicators. The remit also signals exposure to the operating system of modern SaaS—tight feedback loops with Product and Engineering, instrumentation around activation risk, and the challenge of standardising a customer journey while still tailoring to account context.
This position tends to suit a CSM who prefers owning outcomes end-to-end, is comfortable explaining technical concepts in plain language, and enjoys working close to how the product is built and improved. It also aligns with professionals who like domain-focused SaaS, where credibility with a specific customer segment and process discipline matter as much as soft skills.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
FirmPilot is the first generative AI platform built specifically to power modern marketing for law firms. We deliver real results through intelligent automation, data-driven SEO, and performance-first content strategies. Our clients range from small law firms to established practices that need smarter, faster, more scalable marketing. We are backed by top-tier investors and are growing fast.
We are building a team of high performers who take ownership, move quickly, and show up with clarity, trust, and accountability. This role is ideal for someone who enjoys operating at the intersection of strategy, operations, and client relationships, and who thrives in environments where expectations are high and the impact is immediate.
About the Role
We are hiring a Customer Success Manager to own the onboarding and success experience for law firms adopting the FirmPilot platform. You will lead new clients through setup, education, and early wins, acting as both a trusted advisor and strategic partner. Your ability to build trust with attorneys, identify what drives performance, and guide clients through the platform will be critical to their long-term success and retention.
This role requires a unique mix of client-facing experience, comfort with technical tools, and the ability to translate generative AI and marketing strategy into actionable outcomes. You will be expected to lead with confidence, think critically, and contribute meaningfully to how we scale our client experience from onboarding through maturity.
What You Will Do
- Serve as the primary contact for new client accounts starting at the moment of contract execution
- Lead onboarding and training sessions with attorneys and law firm staff, ensuring full implementation of FirmPilot tools and strategy within the first thirty to sixty days
- Build a deep understanding of each firm’s practice areas, lead flow, intake process, and growth goals in order to tailor support and recommendations
- Drive adoption of FirmPilot’s AI platform, from campaign automation to performance dashboards and AI-generated content workflows
- Translate technical concepts, analytics, and AI features into language that resonates with attorneys and legal teams
- Monitor account activation and key performance indicators, proactively flag risks, and course correct before issues escalate
- Partner cross-functionally with Product, Engineering, and Marketing to improve processes, identify areas of friction, and surface product feedback
- Create detailed onboarding plans and timelines, and communicate with clarity and consistency
- Stay engaged after onboarding to ensure firms are seeing results, deepening platform usage, and expanding their scope
- Act as a strategic advisor and sounding board for law firms navigating digital marketing for the first time or trying to evolve legacy systems
What You Bring
- Three to five years of experience in customer success, onboarding, or account management roles
- Prior experience working with attorneys or legal clients, and a strong grasp of the nuances of professional services relationship management
- Demonstrated success leading onboarding processes from end to end, with an ability to command a virtual room and coach clients toward activation
- Strong understanding of digital marketing, particularly SEO, PPC, and content strategies
- Familiarity with AI concepts and a desire to learn and apply emerging technologies in a practical way
- Ability to manage multiple onboarding engagements at once with precision and accountability
- Clear and confident communication skills, both verbal and written
- Strategic mindset, with a bias toward action and problem solving
- High degree of emotional intelligence and presence, especially when working with time-constrained legal professionals
- Comfort operating in a fast-paced environment where you are expected to own outcomes
Nice to Have
- Familiarity with legal tech platforms like Clio, Lawmatics, Lead Docket, or similar
- Experience using content management systems such as WordPress
- Exposure to performance tools like Google Analytics, Search Console, or Looker Studio
- Background in B2B SaaS, legal marketing, or a startup setting where you had to build while executing
What We Offer
- Competitive compensation
- Health and dental benefits
- Real ownership over your work and direct access to leadership
- Career growth as the Customer Success function scales
- A chance to work with a product that clients truly value and a team that moves with purpose
- A culture built on high standards, trust, clarity, and speed
This role can be remote, with Quarterly on-site requirement to company HQ in Miami, FL
Expected Salary for this role: $85,000 - $100,000
