Customer Success Manager

Foundation AI revolutionizes how plaintiff-focused law firms manage their incoming documents and case files. Our platform automates manual processes—capturing, classifying, and integrating documents into existing case management systems—so law firms can focus on delivering exceptional client service, not administrative drudgery. Top plaintiff firms nationwide trust Foundation AI for a more efficient, error-free workflow.

We are a growing, mission-driven team passionate about using AI to bring transformative efficiency to the legal industry. We embrace diversity and inclusion, encourage open dialogue, and value a growth mindset. At Foundation AI, you’ll be supported by a team that values innovation, curiosity, and personal development.

This is a remote role, but we're considering candidates in Los Angeles, Houston, Dallas, Miami, or New York.

Job Overview: 

Foundation AI is seeking a ​Customer Success Manager. ​You will be a key member of our team and will ​build strong relationships with existing customers, have an in-depth understanding of our customers’ goals, and monitor their experience with and adoption of the Foundation AI platform to prove out ROI.

To be a good fit for the position, we have to make sure we align on a few key things outlined below. The ideal candidate for this role is eager to work for a high-growth SaaS company that is poised for continued growth.

Does this sound like you? If so, apply now.

Job Responsibilities:

• Serve as the primary point of contact for our clients, understanding their business objectives and using that knowledge to help them achieve their goals through the use of our platform.
• Establish and maintain strong relationships with clients through virtual meetings, on-site visits, and attending industry events, ensuring their satisfaction and loyalty.
• Develop and maintain a deep understanding of our platform, its capabilities, and its use cases.
• Work closely with clients to understand their needs and requirements, and collaborate with internal teams to develop and deliver solutions that meet those needs.
• Provide guidance and best practices to clients on how to leverage the platform to achieve their business objectives.
• Proactively monitor client usage and identify opportunities for upselling or cross-selling of additional products and services.
• Act as an advocate for clients internally, ensuring their needs are addressed and their feedback is heard.
• Provide regular updates and reports to internal stakeholders on client health and usage.
• Responsible for renewals, identifying upsell opportunities, training, and post-implementation solutioning.

Job Requirements:

• Bachelor's degree in Business Administration, Marketing, Communications, or related field.
• 5+ years of experience in customer success or account management in the technology industry, in the legal sector.
• 2+ years experience in legal and/or legal software.
• Strong understanding of SaaS business models and software development lifecycles.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders.
• Proven ability to manage complex projects and timelines, and to prioritize and multitask effectively.
• Strong analytical and problem-solving skills, with the ability to identify and address customer needs and requirements.
• Ability to work independently in a remote environment, with a high degree of self-motivation and self-discipline.

It would be nice if you have:

• Experience working with AI-powered technologies.
• Exposure to working on an onshore-offshore set up.
• Experience in managing larger projects with multiple stakeholders.
• Experience in the Personal Injury or LegalTech industry.

Personal Attributes we are looking for: 

• Analytical nature with the ability to solve complex business issues
• High emotional quotient is desired.
• A ‘can do’ attitude to be able to work within existing constraints and come up with innovative ideas that may not be obvious or apparent. 
• Maturity and level-headedness to handle difficult situations and still maintain healthy relationships with customers and partners. 
• Extremely detail-oriented, self-motivated, and passionate about a customer’s success 

Our Commitment:

At Foundation AI, we're committed to creating an inclusive and diverse workplace. We value equal opportunity and affirmative action principles, giving everyone an equal chance to succeed. We're dedicated to offering equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. Upholding these values and adhering to applicable laws is paramount to us.

For any feedback or inquiries, please contact us at [email protected].

Learn more about us at www.foundationai.com