Lead Customer Success Manager

FirmPilot is the first generative AI platform built specifically to power modern marketing for law firms. We drive real outcomes through intelligent automation, data driven SEO, and performance focused content strategies. Our customers range from small law firms to established practices that need smarter, faster, and more scalable marketing. We are backed by top tier investors and are growing quickly.

We are building a team of high performers who take ownership, move fast, and expect to make an impact. This is a company where high agency is the expectation, hard work is the baseline, and results matter. If you want to build something meaningful at a company that operates with urgency, this is the place.

About the Role

We are hiring a Lead Customer Success Manager to serve as a senior individual contributor and team leader within our Customer Success organization. This role is designed for someone who thrives in hands on account ownership while also helping raise the bar for how Customer Success operates across the company.

You will own a portfolio of high value and complex customer accounts and act as a strategic advisor to firm leadership. In addition, you will play a key role in mentoring other CSMs, shaping playbooks, and improving the systems and processes that drive retention and customer outcomes.

This is not a pure management role. The majority of your time will be spent directly supporting customers, driving renewals, and ensuring successful outcomes. You will report to the Director or VP of Customer Success and be a key contributor to Gross Dollar Retention goals.

What You Will Do

• Own and manage a portfolio of high priority customer accounts, serving as the primary point of contact and strategic advisor
• Drive customer adoption, retention, and renewal outcomes across your book of business
• Lead renewal conversations and manage risk across complex or high visibility accounts
• Act as a mentor and informal leader to other Customer Success Managers
• Contribute to the development and refinement of Customer Success playbooks, processes, and best practices
• Identify early indicators of churn risk and take proactive action to mitigate issues
• Partner closely with Product, Engineering, and Marketing to surface customer feedback and improve outcomes
• Translate platform capabilities, AI features, and marketing strategy into clear business value for customers
• Support onboarding, activation milestones, and ongoing account health initiatives

What You Bring

• Four or more years of experience in Customer Success or Account Management roles
• Proven success owning complex accounts and driving renewals and retention
• Experience working in fast paced, growth stage environments
• Strong operational instincts and the ability to follow and improve structured processes
• Confidence leading executive level conversations with customers
• Ability to influence without formal authority and act as a trusted peer to other CSMs
• Clear, confident communication skills with both internal and external stakeholders
• High ownership, strong follow through, and a bias toward action
• Comfort operating in accountability driven environments with clear performance expectations

Nice to Have

• Experience in legal tech, professional services, or marketing technology
• Familiarity with AI driven platforms or products
• Experience with Customer Success tools such as Gainsight, ChurnZero, or Vitally
• Exposure to digital marketing concepts including SEO, paid media, and content strategy

What We Offer

• Health, Dental, and Vision benefits
• Direct access to leadership and meaningful ownership over your work
• The opportunity to have immediate impact at a high growth company
• A culture built on high standards, accountability, and winning

In compliance with applicable pay transparency and good faith estimate requirements, this role has an estimated annual base salary range of $120,000 to $132,000.
Compensation will be determined based on experience, skills, location, and internal equity.