Customer Solutions Manager
Remote · New York City, New York, United States or US
Job Summary
Customer Solutions Manager for Foundation AI’s remote, NY-focused role. You’ll own the post-launch customer experience across a portfolio of law firms, translating customer workflows into practical solutions inside the Foundation AI platform, guiding go-live readiness and adoption, and working cross-functionally to resolve issues and optimize value. Responsibilities include leading implementation handoff through hypercare and stabilization, documenting workflow improvements and success plans, supporting renewals and expansions through demonstrated value, and providing strategic guidance and best practices to customers. The role emphasizes troubleshooting, configuration changes, proactive risk mitigation, and collaboration with Implementation, Support, Product, and Engineering to meet customer needs.
Required Qualifications
- 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
Desired Qualifications
- Experience coordinating with cross-functional teams
- Experience in LegalTech or law firm operations
- Experience creating customer-facing documentation
- Strong written and verbal communication skills
- Ability to manage multiple high-priority projects
- Experience with AI-powered products or workflow automation tools
- Experience with legal practice management systems or related platforms
- Experience in a startup or high-growth environment
- Experience building SOPs or playbooks for repeatable workflows
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