Customer Success Manager

Customer Success Manager

Parambil 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 Do

Own 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 realization
• Lead customer onboarding and training sessions getting new users to their "aha moment" quickly and building the habits that drive long-term retention
• Serve as the primary strategic contact for executive and operational stakeholders across your portfolio
• Conduct regular check-ins and quarterly business reviews (EBRs), partnering with customers to define success metrics, milestones, and transformational goals
• Analyze usage and engagement trends to identify adoption gaps, mitigate churn risk, and surface growth opportunities
• Proactively communicate platform enhancements, emerging capabilities, and industry insights to align product value with evolving client needs
• Identify and execute upsell and cross-sell opportunities; consistently achieve strong renewal rates and year-over-year portfolio growth
• Troubleshoot customer issues and coordinate with Support, Product, and Engineering for fast resolutions
• Adapt quickly to product changes, effectively communicating impacts, solutions, and best practices to clients

Support CS operations (15% of time)

• Contribute to the refinement of onboarding workflows, success playbooks, and account management frameworks
• Drive CS automation efforts identifying repetitive processes and helping implement tooling to scale the team's impact
• Develop and maintain training materials, help docs, and self-service resources
• Share customer insights, patterns, and feature requests with the CS Lead and Product teams
• Participate in building out health scoring, reporting, and lifecycle processes

Be the voice of the customer

• Gather and synthesize feedback from your accounts for Product and Engineering
• Serve 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 strategies
• Champion your customers' needs internally

What We're Looking For

Must-haves

• 35 years in customer-facing roles with B2B SaaS experience (CSM, Account Management, Implementation, Solutions Engineering, or similar)
• Proven ability to manage 3050 accounts while staying organized and prioritizing effectively
• Strong track record with retention and customer satisfaction metrics
• Excellent communication skills you can lead executive conversations and hands-on technical trainings with equal confidence
• Self-starter mentality: you see what needs to be done and you do it
• Comfortable working in ambiguity and building processes as you go
• Excited to be on a small, scrappy CS team where you'll wear multiple hats

Nice-to-haves

• Experience at an early-stage startup (Seed to Series B)
• Background in legal tech, healthcare, or highly regulated industries
• Familiarity with the personal injury legal space
• Prior experience in consulting, implementation, or technical account management
• Experience with CS automation tools or building out CS playbooks from scratch

This Role Is (and Isn't)

This is right for you if:

• You love talking to customers and genuinely enjoy solving their problems
• You're hungry to grow your career and want real exposure to building CS at a startup
• You thrive with 5+ customer calls/meetings per day
• You want to help shape how we do customer success not just execute a playbook someone else wrote
• You're looking for a place where hard work gets recognized and rewarded
• You see yourself managing accounts now and eventually leading a team

This probably isn't for you if:

• You need highly structured processes and clear hierarchy
• You prefer minimal customer interaction or large, established teams
• You're not comfortable being scrappy and figuring things out as you go
• You're looking for a purely strategic or managerial role right now

Why Join Us

• Direct business impact Customer retention and expansion are critical company metrics that you'll own and influence
• Access to leadership Work directly with founders, shape product direction, and have real input on company strategy
• Cutting-edge technology Help customers adopt AI that's genuinely transforming how legal work gets done
• Strong compensation $120140K OTE plus meaningful equity in a well-funded, fast-growing startup
• Exceptional team Work with talented, mission-driven people in our NYC office near Grand Central
• Accelerated career growth Ground floor opportunity that will naturally grow into leadership as we scale
• In-person collaboration in NYC Full-time role near Grand Central, we value real collaboration and spontaneous problem-solving