2-5 years in consulting, investment banking, product, or operations at a tech or financial company, or startup
Proven ability to build systems for managing large volumes of data or processes
Proficient in creating dashboards and connecting systems; familiarity with AI tools is advantageous
Technical aptitude for learning complex products and troubleshooting issues
Strong communication skills for engaging with demanding clients and negotiating renewals
Some experience in account management or customer success is a plus
Willingness to work onsite in New York City, Monday to Friday
Responsibilities
Own proactive outreach and relationship health for law-firm customers
Build account-tracking systems and dashboards from scratch using BI and AI tools
Conduct quarterly business reviews and lead renewal and expansion discussions
Directly resolve customer support tickets using in-depth product knowledge
Develop playbooks and processes for the new account management function
Manage skeptical or demanding stakeholders with clarity and empathy
Relay customer feedback to product and engineering teams
Benefits
Opportunity to shape a new function within the company
Work closely with the go-to-market co-founder
Engage in a customer-success oriented role with a builder-first mindset
Potential for role growth as the company expands
Access to advanced BI and AI tools for data management
Full Job Description
Location: New York, NY
Work Model: Onsite, Monday-Friday
Industry: Legal technology / B2B SaaS
Compensation: $104K-$144K base, $130K-$180K OTE The Opportunity
This is the company's first dedicated account management hire and a founding role in a brand-new function. Today, once a pilot is won, customer accounts are owned informally by the team that ran the pilot, and there is no structured account management behind a multi-million-dollar recurring revenue base. You will build that function: account-health tracking, proactive check-ins, quarterly business reviews, renewals and expansion, and the dashboards and tooling that make it all run.
The product is technical, so you will learn it deeply and resolve many customer questions yourself rather than escalating them. You will report to the go-to-market co-founder and work closely with the customer onboarding team. The role is customer-success oriented but builder-first, and its scope can grow with the company. Responsibilities
Own proactive outreach, check-ins and relationship health across the company's law-firm customers
Build the account-tracking system and dashboards from scratch, using the company's BI tooling and AI tools to connect data sources
Run quarterly business reviews and lead renewal and expansion conversations
Resolve a share of customer support tickets directly, drawing on deep working knowledge of the product
Write the playbooks and processes for the account management function
Handle skeptical or demanding stakeholders with poise, clarity and empathy
Bring customer feedback back to the product and engineering team
Requirements
2-5 years of experience in consulting, investment banking, product or operations at a financial or technology company, or an early-stage startup
A track record of building systems to manage large volumes of people, information or process
Strong with tools: comfortable building dashboards and connecting systems; experience with AI tools is a plus
Technical aptitude to learn a complex product deeply and troubleshoot customer issues
Clear, confident communicator with demanding professional-services customers; comfortable negotiating renewals
Some account management or customer success experience is welcome but not required
Able to work onsite in New York City Monday through Friday
