3+ years of experience in account management or customer success, preferably in a SaaS environment
Proven track record of driving customer retention and expansion
Strong communication and relationship-building skills with clients
Ability to thrive in ambiguous situations and adapt to changing priorities
Experience in building processes or playbooks from scratch
Responsibilities
Run regular check-ins with law firm clients to assess satisfaction and gather feedback
Drive seat expansion, term extensions, upsells, and renewals across a diverse customer base
Own the adoption lifecycle for new product features, ensuring user engagement
Build monitoring dashboards to identify churn risks and expansion opportunities
Serve as a key voice in product roadmap decisions based on customer insights
Benefits
Opportunity to shape the post-sale function from the ground up
Direct reporting to the co-Founder and co-CEO, providing high visibility
Work in a dynamic, fast-paced startup environment
Engage with a diverse portfolio of 200+ law firm customers
Potential for significant impact on company growth through customer success
Full Job Description
Salary range: $104K - $144K
Location: New York, NY
Visa Sponsorship Details: Not open to any visas (e.g. US citizen, Green Card holders)
On-site work policy: 5 days in-office in NYC HQ
About this role
We are looking for a Founding Account Manager with 3+ years of experience to own retention, expansion, and renewals across Ajax's rapidly growing base of 200+ law firm customers. You'll be the first person dedicated entirely to nurturing existing accounts - building the playbook from scratch, driving seat expansion and upsells, and turning happy customers into Ajax's most powerful growth engine. This is a high-impact, founding role reporting directly to the co-Founder and co-CEO, with the opportunity to build out the entire post-sale function. If you thrive in ambiguity, love closing, and want to be responsible for millions of dollars in recurring revenue, this is your role.
What will you be doing?
Run regular check-ins (QBRs for larger firms, lighter-touch for the rest), own the cadence, and PM product improvements that emerge from customer conversations
Drive seat expansion, term extensions, upsells, and renewals across 200+ law firm accounts
Own the adoption lifecycle for new features - ensuring thousands of users hear about and actually use what Ajax ships
Build monitoring dashboards and automations that proactively surface churn risks and expansion opportunities before anyone else sees them
Serve as a key voice in product roadmap decisions by synthesizing recurring customer feedback and feature requests
