Role Description We are seeking a driven and client-focused Customer Success Manager to join our growing team. This role reports to our CS leadership and works closely alongside a peer CSM to deliver an exceptional experience across our portfolio of law firm clients. The position can be based in Memphis, TN, or remote for the right candidate. The Customer Success Manager is a key executor of our client success playbook, responsible for onboarding, retaining, and supporting law firms as they adopt and grow with the Visalaw AI platform. You'll work within an established structure while contributing ideas that help the team continuously improve. If you are passionate about AI, legal technology, and building meaningful client relationships, we want to hear from you. Experience in immigration law or legal services is a strong plus. Responsibilities - Client Onboarding & Implementation: Guide new clients through a structured onboarding process, ensuring a smooth transition onto the Visalaw.ai platform. Provide hands-on training and follow-up support to set each firm up for success from day one. - Ongoing Relationship Management: Serve as a dedicated point of contact for an assigned portfolio of law firm clients, managed collaboratively alongside a peer CSM. Conduct regular check-ins and proactive outreach to ensure satisfaction and continued platform adoption. - Retention & Renewal: Monitor client health and usage to identify at-risk accounts. Escalate concerns to CS leadership and execute agreed-upon action plans to resolve issues and support renewals. - Expansion Awareness: Surface and flag client expansion opportunities, such as increased usage or interest in additional features, to CS leadership and the sales team for follow-up. - Voice of the Customer: Gather and relay client feedback to help leadership and the product team understand platform performance, pain points, and improvement opportunities. Be the client's internal advocate. - Documentation & Resources: Contribute to the development and upkeep of help guides, onboarding materials, FAQs, and best practice resources that empower clients to get the most out of Visalaw.ai. - Cross-Functional Collaboration: Work closely with your peer CSM, fractional CS leader, and the sales, product, and engineering teams to ensure a seamless and cohesive client experience. - Continuous Learning: Stay current on developments in AI, immigration law, and legal tech to better serve clients and anticipate their evolving needs. Qualifications - Bachelor's degree or equivalent experience - 2–4 years of experience in customer success, account management, or client services - preferably in a SaaS or legal tech environment - Experience in or strong familiarity with immigration law (paralegal, legal assistant, or firm operations background is a plus) - Exceptional communication and relationship-building skills - Strong organizational skills and ability to manage a defined portfolio of accounts simultaneously - Comfortable working within established processes while contributing ideas for improvement - Experience using CRM tools (HubSpot, Salesforce, or similar) - Proactive problem-solver who thrives in a collaborative, fast-paced startup environment Benefits - Competitive salary - Employer-sponsored health insurance - Voluntary dental and vision - 401(k) retirement plan - Flexible PTO - Remote work flexibility

• Provide day-to-day support to the Account Management Team, helping the team meet individual and collective performance targets. • Support of daily operations: Coordination of delivery dates, Handling of complaints and Return & Reship requests, Maintenance of existing customer relationships and master data, Order entry and order management. • Effective communication and coordination between various internal and external stakeholders to ensure that customer requirements are met. • Act as a point of contact for customer service escalations from key platform service brand partners, ensuring timely and high-quality issue resolution. • Identify process gaps within the team and help develop and implement initiatives to improve service quality continuously.

• Provide day-to-day support to the Account Management Team, helping the team meet individual and collective performance targets. • Support of daily operations: Coordination of delivery dates, Handling of complaints and Return & Reship requests, Maintenance of existing customer relationships and master data, Order entry and order management. • Effective communication and coordination between various internal and external stakeholders to ensure that customer requirements are met. • Act as a point of contact for customer service escalations from key platform service brand partners, ensuring timely and high-quality issue resolution. • Identify process gaps within the team and help develop and implement initiatives to improve service quality continuously.

• Own and manage the full customer lifecycle: onboarding, adoption, training, and renewal • Build strong, proactive relationships with customers across Southeast Asia • Identify and support opportunities for upsell and cross-sell in partnership with Sales • Coordinate with internal teams to resolve customer issues quickly and effectively • Collaborate with Customer Support Engineers to ensure seamless communication and delivery • Collect and share customer feedback to improve product and service quality • Track success metrics and use data to inform customer strategy and engagement