Customer Solutions Manager

Foundation AI

Customer Solutions Manager optimizing post-launch customer experiences with Foundation AI. Responsible for driving value and successful adoption among a portfolio of law firms.

Posted 5/12/2026full-timeRemote • New York • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SaaSworkflow optimizationconfiguration managementprocess improvementproblem-solvingcustomer documentationproject managementdata analysisroot cause analysissolution design

Soft Skills

communicationrelationship managementindependent workteam collaborationorganizational skillscustomer-oriented mindsetleadershipadaptabilitycritical thinkingattention to detail