Customer Success Manager

Customer Success ManagerParambil is changing the legal industry by transforming how law firms review medical records with an AI-powered platform. We'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 realizationLead customer onboarding and training sessions — getting new users to their "aha moment" quickly and building the habits that drive long-term retentionServe as the primary strategic contact for executive and operational stakeholders across your portfolioConduct regular check-ins and quarterly business reviews (EBRs), partnering with customers to define success metrics, milestones, and transformational goalsAnalyze usage and engagement trends to identify adoption gaps, mitigate churn risk, and surface growth opportunitiesProactively communicate platform enhancements, emerging capabilities, and industry insights to align product value with evolving client needsIdentify and execute upsell and cross-sell opportunities; consistently achieve strong renewal rates and year-over-year portfolio growthTroubleshoot customer issues and coordinate with Support, Product, and Engineering for fast resolutionsAdapt quickly to product changes, effectively communicating impacts, solutions, and best practices to clientsSupport CS operations (15% of time)Contribute to the refinement of onboarding workflows, success playbooks, and account management frameworksDrive CS automation efforts — identifying repetitive processes and helping implement tooling to scale the team's impactDevelop and maintain training materials, help docs, and self-service resourcesShare customer insights, patterns, and feature requests with the CS Lead and Product teamsParticipate in building out health scoring, reporting, and lifecycle processesBe the voice of the customerGather and synthesize feedback from your accounts for Product and EngineeringServe 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 strategiesChampion your customers' needs internallyWhat We're Looking ForMust-haves3–5 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 effectivelyStrong track record with retention and customer satisfaction metricsExcellent communication skills — you can lead executive conversations and hands-on technical trainings with equal confidenceSelf-starter mentality: you see what needs to be done and you do itComfortable working in ambiguity and building processes as you goExcited to be on a small, scrappy CS team where you'll wear multiple hatsNice-to-havesExperience at an early-stage startup (Seed to Series B)Background in legal tech, healthcare, or highly regulated industriesFamiliarity with the personal injury legal spacePrior experience in consulting, implementation, or technical account managementExperience with CS automation tools or building out CS playbooks from scratchThis Role Is (and Isn't)This is right for you if:You love talking to customers and genuinely enjoy solving their problemsYou're hungry to grow your career and want real exposure to building CS at a startupYou thrive with 5+ customer calls/meetings per dayYou want to help shape how we do customer success — not just execute a playbook someone else wroteYou're looking for a place where hard work gets recognized and rewardedYou see yourself managing accounts now and eventually leading a teamThis probably isn't for you if:You need highly structured processes and clear hierarchyYou prefer minimal customer interaction or large, established teamsYou're not comfortable being scrappy and figuring things out as you goYou're looking for a purely strategic or managerial role right nowWhy Join UsDirect business impact — Customer retention and expansion are critical company metrics that you'll own and influenceAccess to leadership — Work directly with founders, shape product direction, and have real input on company strategyCutting-edge technology — Help customers adopt AI that's genuinely transforming how legal work gets doneStrong compensation — $120–140K OTE plus meaningful equity in a well-funded, fast-growing startupExceptional team — Work with talented, mission-driven people in our NYC office near Grand CentralAccelerated career growth — Ground floor opportunity that will naturally grow into leadership as we scaleIn-person collaboration in NYC — Full-time role near Grand Central, we value real collaboration and spontaneous problem-solving