Automate your claims and litigation document intake, data entry, and dependent workflows.
Customer Solutions Manager
Location
New York
Posted
64 days ago
Salary
0
Seniority
Senior
Job Description
Customer Solutions Manager
Foundation AI
• Serve as the primary post-launch owner for a portfolio of customers, leading them from implementation handoff through hypercare, adoption, optimization, and ongoing success. • Develop a deep understanding of each customer’s workflow, operating model, document mix, goals, and success criteria. • Translate customer requirements into practical solutions within the Foundation AI platform, including workflow recommendations, configuration updates, and process improvements. • Lead customers through go-live readiness, hypercare, and stabilization with strong project ownership and clear communication. • Diagnose customer issues by gathering evidence, isolating root causes, and driving resolution independently or with the collaboration from appropriate internal teams. • Make and manage configuration changes with precision, judgment, and quality control. • Identify risks early, communicate them clearly, and proactively drive mitigation plans before issues become escalations. • Monitor customer usage, workflow performance, and operational signals to identify adoption gaps, solution opportunities, and areas for improvement. • Partner closely with Implementation, Support, Product, and Engineering to ensure customer needs are addressed with speed and accuracy. • Create and maintain customer-facing and internal documentation, including solution recommendations, workflow notes, success plans, and troubleshooting guidance. • Provide customers with strategic guidance and best practices on how to get the most value from Foundation AI within their existing processes and systems. • Capture recurring pain points, workflow patterns, and product gaps, and translate them into actionable internal feedback. • Support renewals and expansion conversations by ensuring customers are realizing value, but this role is primarily measured on solution quality, customer outcomes, and operational execution.
Job Requirements
- 5+ years of experience in a customer-facing SaaS role such as Customer Success, Solutions Consulting, Implementation, Technical Account Management, or a similar post-sale solutions role.
- 2+ years of experience in LegalTech, legal operations, or working closely with law firms.
- Strong ability to understand, document, and improve customer workflows in a structured way.
- Experience managing complex customer environments where configuration, process design, or systems setup materially impacted outcomes.
- Demonstrated problem-solving ability in ambiguous situations, including diagnosing issues, identifying root causes, and driving cross-functional resolution.
- Strong communication skills, with the ability to lead customer conversations, ask thoughtful discovery questions, explain complex topics clearly, and write crisp internal summaries.
- Proven ability to manage multiple accounts, projects, and priorities while maintaining high quality.
- Comfort working independently and with a team in a remote environment with strong ownership and follow-through.
- A practical, customer-oriented mindset: you can balance urgency, precision, relationship management, and operational reality.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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