Why This Job is Featured on The SaaS Jobs
FirmPilot sits at the intersection of vertical SaaS and applied AI, selling a productized marketing engine into a relationship-driven, compliance-conscious customer base. A Customer Success Manager in this setting becomes the translation layer between a sophisticated platform and law firms that often have uneven internal marketing maturity, making adoption and measurable outcomes central to the SaaS value proposition.
For a SaaS career, the role offers durable experience in turning onboarding into retention leverage. It builds fluency in activation metrics, stakeholder management, and product feedback loops, while working with modern themes such as automation, performance dashboards, and AI-assisted workflows. The cross-functional exposure described, particularly with Product and Engineering, is the kind of operating model common in SaaS companies refining their go-to-market motion and implementation playbooks.
This position fits professionals who like structured execution with a consultative edge, and who are comfortable running multiple parallel onboardings without losing clarity. It also suits someone motivated by domain-specific customers and willing to become conversant in how professional services buyers evaluate ROI, rather than relying on generic SaaS playbooks.
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 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
- Health, dental, vision benefits
- Discretionary Time Off
- 11 Federal Holidays, 2 Floating Holidays
- Real ownership over your work and direct access to leadership
- Career growth and leadership opportunities 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
- Pursuant of pay transparency laws, the anticipated good faith base range for this role $80,000 - $110,000
