Customer Success Manager — AI Platform for Law Firms

We're an AI platform that automates medical-record retrieval and case workup for law firms handling high-volume litigation. Our customers are the firms; their cases flow through our system, and the platform pulls and processes the medical records those cases depend on. We're looking for a Technical Account Manager who can own the law-firm relationship and get under the hood when something breaks. This is one seat doing two jobs in equal measure. What you'll do Onboard new law-firm accounts and get them genuinely using the system. Monitor each account's health: are cases progressing, are records coming back, is the firm getting value. Be the firm's point of contact proactive check-ins, not just inbound tickets. Troubleshoot when things stall (records not returning, a case stuck in the pipeline, an integration issue). Diagnose where the breakdown is, fix what you can, and escalate real bugs to engineering with a clear, reproducible report. Spot at-risk accounts early and flag patterns back to the product team. What success looks like Accounts are active and progressing, not idle. Cases move through the system instead of getting stuck. Records come back at a healthy rate and you catch it early when they don't. Firms describe the experience as smooth and would stay. You're a fit if you Have run customer success or account management for a SaaS or data product, ideally with non-technical clients. Are genuinely technical: comfortable reading logs, reasoning about how APIs and data pipelines behave, and communicating precisely with end users not just routing tickets. Write clearly and directly. You'll be the firm-facing voice. (Plus, not required) Have legal, legal-tech, or healthcare-data experience.