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About the Role

Foundation AI is seeking a Customer Solutions Manager to own and optimize the post-launch customer experience across a portfolio of law firms. This role sits at the intersection of customer strategy, workflow design, configuration, troubleshooting, and adoption, partnering closely with customers to translate their requirements into scalable solutions within the Foundation AI platform.

Responsibilities

• Serve as the primary post-launch owner for a portfolio of customers, leading them through implementation handoff, 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 internal team collaboration.
• Make and manage configuration changes with precision, judgment, and quality control.
• Identify risks early, communicate them clearly, and proactively drive mitigation plans.
• 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.
• 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.

Requirements

• 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.
• Experience working with AI-powered products or workflow automation tools.
• Experience with legal practice management systems or adjacent legal technology platforms.
• Experience in personal injury law, plaintiff law firm operations, or document-heavy legal workflows.
• Experience working in a startup or high-growth environment.
• Experience creating SOPs, playbooks, or repeatable customer workflow documentation.
• Deeply customer-minded, but grounded in operational reality.
• Analytical and structured in how you think through problems.
• Calm under pressure and able to manage complex situations with professionalism.
• Detail-oriented and quality-conscious.
• Resourceful and proactive within imperfect systems and evolving processes.
• Collaborative, low-ego, and motivated by helping customers and teammates succeed.

Skills

• Customer strategy
• Workflow design
• Configuration
• Troubleshooting
• Adoption
• Problem-solving
• Project ownership
• Clear communication
• Root cause analysis
• Quality control
• Risk mitigation
• Customer documentation
• Strategic guidance
• Best practices
• Cross-functional collaboration
• SaaS
• LegalTech
• AI-powered products
• Workflow automation tools
• Legal practice management systems
• Startup environment

Location

• Remote
• New York

Work Type

• Remote
• Full-time

Experience Level

• 5+ years of experience in a customer-facing SaaS role
• 2+ years of experience in LegalTech, legal operations, or working closely with law firms

Benefits

• Recognition as #49 on Forbes' list of America's Best Startup Employers
• Employee feedback shapes workplace improvements
• Support for wellbeing
• Career growth opportunities
• Community building across a global team

About the Company

• Foundation AI is the only AI-native document intake automation platform serving the claims and litigation industries.
• Founded in 2019 by a team of lawyers and data scientists, Foundation AI processes millions of documents each month for hundreds of US law firms, including many of the largest and most respected plaintiff and injury law firms in the country.
• We believe great work happens when people feel valued, heard, and supported.
• We are proud of the culture we've built together, no matter where in the world our team calls home.
• We are a company that listens, adapts, and invests in getting better — because we know our people are the reason we succeed.

Equal Opportunity

• At Foundation AI, we're committed to creating an inclusive and diverse workplace.
• We value equal opportunity and affirmative action principles, giving everyone an equal chance to succeed.
• We're dedicated to offering equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.
• Upholding these values and adhering to applicable laws is paramount to us.