The RoleWe're looking for a customer-obsessed CSM to own relationships with a portfolio of 50+ law firms and clients who are using AI to transform how they work. This is a high-impact, hands-on role where you'll be in the trenches daily: running onboarding sessions, driving adoption, managing renewals, and ensuring customers get maximum value from Parambil. You'll work closely with the CS Lead, serving as a key execution partner - helping translate strategy into action across your accounts and contributing to team-wide initiatives as we build out the CS function.
You'll also contribute to building and refining the CS operations that will scale with us - from automation tooling to playbooks to health scoring. This is a ground-floor opportunity to have real ownership, direct access to founders and product, and grow your career as the company scales.
What You'll DoOwn your book of business (85% of time)
- Act as a trusted advisor to SMB clients on Parambil's AI-enabled solutions, guiding them through implementation, adoption, and value realization
- Lead customer onboarding and training sessions - getting new users to their "aha moment" quickly and building the habits that drive long-term retention
- Serve as the primary strategic contact for executive and operational stakeholders across your portfolio
- Conduct regular check-ins and quarterly business reviews (EBRs), partnering with customers to define success metrics, milestones, and transformational goals
- Analyze usage and engagement trends to identify adoption gaps, mitigate churn risk, and surface growth opportunities
- Proactively communicate platform enhancements, emerging capabilities, and industry insights to align product value with evolving client needs
- Identify and execute upsell and cross-sell opportunities; consistently achieve strong renewal rates and year-over-year portfolio growth
- Troubleshoot customer issues and coordinate with Support, Product, and Engineering for fast resolutions
- Adapt quickly to product changes, effectively communicating impacts, solutions, and best practices to clients
Support CS operations (15% of time)
- Contribute to the refinement of onboarding workflows, success playbooks, and account management frameworks
- Drive CS automation efforts - identifying repetitive processes and helping implement tooling to scale the team's impact
- Develop and maintain training materials, help docs, and self-service resources
- Share customer insights, patterns, and feature requests with the CS Lead and Product teams
- Participate in building out health scoring, reporting, and lifecycle processes
Be the voice of the customer
- Gather and synthesize feedback from your accounts for Product and Engineering
- Serve as a key contributor to testing, validation, and customer readiness efforts as new features ship - helping shape product functionality, UX, and go-to-market adoption strategies
- Champion your customers' needs internally
What We're Looking ForMust-haves
- 3-5 years in customer-facing roles with B2B SaaS experience (CSM, Account Management, Implementation, Solutions Engineering, or similar)
- Proven ability to manage 30-50 accounts while staying organized and prioritizing effectively
- Strong track record with retention and customer satisfaction metrics
- Excellent communication skills - you can lead executive conversations and hands-on technical trainings with equal confidence
- Self-starter mentality: you see what needs to be done and you do it
- Comfortable working in ambiguity and building processes as you go
- Excited to be on a small, scrappy CS team where you'll wear multiple hats
Nice-to-haves
- Experience at an early-stage startup (Seed to Series B)
- Background in legal tech, healthcare, or highly regulated industries
- Familiarity with the personal injury legal space
- Prior experience in consulting, implementation, or technical account management
- Experience with CS automation tools or building out CS playbooks from scratch
This Role Is (and Isn't)This is right for you if:
- You love talking to customers and genuinely enjoy solving their problems
- You're hungry to grow your career and want real exposure to building CS at a startup
- You thrive with 5+ customer calls/meetings per day
- You want to help shape how we do customer success - not just execute a playbook someone else wrote
- You're looking for a place where hard work gets recognized and rewarded
- You see yourself managing accounts now and eventually leading a team
This probably isn't for you if:
- You need highly structured processes and clear hierarchy
- You prefer minimal customer interaction or large, established teams
- You're not comfortable being scrappy and figuring things out as you go
- You're looking for a purely strategic or managerial role right now
Why Join Us- Direct business impact - Customer retention and expansion are critical company metrics that you'll own and influence
- Access to leadership - Work directly with founders, shape product direction, and have real input on company strategy
- Cutting-edge technology - Help customers adopt AI that's genuinely transforming how legal work gets done
- Strong compensation - $120-140K OTE plus meaningful equity in a well-funded, fast-growing startup
- Exceptional team - Work with talented, mission-driven people in our NYC office near Grand Central
- Accelerated career growth - Ground floor opportunity that will naturally grow into leadership as we scale
