FirmPilot

Customer Success Manager

• Lead, coach, and develop a team of Customer Success Managers, including hiring as the team grows
• Personally own a portfolio of high priority accounts and act as a strategic advisor and executive sponsor
• Build and refine Customer Success playbooks, processes, and systems that drive retention, adoption, and expansion
• Establish and monitor leading indicators of churn risk and ensure proactive intervention
• Partner closely with Product, Engineering, and Marketing to improve customer outcomes and close feedback loops
• Drive accountability across the team for activation milestones, health metrics, and retention goals
• Create a culture of ownership, urgency, and results within the Customer Success organization
• Translate platform capabilities, AI features, and marketing strategy into clear business outcomes for law firm leadership
• Identify patterns across accounts to inform product roadmap and go to market decisions

Director of Customer Success

• Own and manage a portfolio of high priority customer accounts, serving as the primary point of contact and strategic advisor
• Drive customer adoption, retention, and renewal outcomes across your book of business
• Lead renewal conversations and manage risk across complex or high visibility accounts
• Act as a mentor and informal leader to other Customer Success Managers
• Contribute to the development and refinement of Customer Success playbooks, processes, and best practices
• Identify early indicators of churn risk and take proactive action to mitigate issues
• Partner closely with Product, Engineering, and Marketing to surface customer feedback and improve outcomes
• Translate platform capabilities, AI features, and marketing strategy into clear business value for customers
• Support onboarding, activation milestones, and ongoing account health initiatives

Lead Customer Success Manager

Full-stack Engineer

• Design, build, and maintain backend services using modern dotnet.
• Implement and evolve APIs (REST and GraphQL) for internal tools, AI agents, and client-facing features.
• Build event-driven, cloud-native services on AWS.
• Integrate with third-party platforms and external APIs at scale.
• Own features end-to-end: design, implementation, testing, deployment, and iteration.
• Collaborate closely with product and engineering leadership to shape technical direction.
• Participate actively in code reviews, design discussions, and operational improvements.

Software Engineer – Core Platform

• Design, implement, and evolve RAG pipelines combining structured data, embeddings, and LLMs.
• Develop and maintain prompt strategies used across multi-step agent workflows.
• Integrate LLMs into production systems with attention to reliability, cost, and latency.
• Orchestrate AI-driven workflows across internal services and third-party APIs.
• Define and improve practices for prompt versioning, evaluation, and iteration.
• Work closely with platform engineers to ensure AI systems are maintainable and observable.
• Help the team reason about when deeper customization or model-level work may be warranted in the future.

Software Engineer – Applied AI Focus

SDET

• Design and implement automated testing frameworks for backend services and APIs.
• Develop strategies and implement solutions for testing AI-driven workflows, including validating RAG outputs and agent behavior.
• Develop integration, contract, and end-to-end tests for event-driven systems.
• Partner with engineers to improve system testability and observability.
• Define and enforce quality gates in CI/CD pipelines.
• Identify systemic quality risks before they impact production.

Director of Customer Success

Lead Customer Success Manager

Software Engineer – Core Platform

Software Engineer – Applied AI Focus

Senior Software Development Engineer in Test, SDET