What are the responsibilities and job description for the Customer Success Manager position at Visalaw AI?
About Visalaw.ai
Visalaw AI is a cutting-edge legal tech startup that leverages the power of artificial intelligence to revolutionize immigration law practice. Our platform is designed to streamline processes, improve accuracy, and enhance the client experience for law firms specializing in immigration law. We are passionate about the intersection of AI and legal practice and are dedicated to positively impacting the legal industry.
Position Overview
We are seeking a driven and client-focused Customer Success Manager to join our growing team. This role reports to our CS leadership and works closely alongside a peer CSM to deliver an exceptional experience across our portfolio of law firm clients. The position can be based in Memphis, TN, or remote for the right candidate.
The Customer Success Manager is a key executor of our client success playbook, responsible for onboarding, retaining, and supporting law firms as they adopt and grow with the Visalaw AI platform. You'll work within an established structure while contributing ideas that help the team continuously improve.
If you are passionate about AI, legal technology, and building meaningful client relationships, we want to hear from you. Experience in immigration law or legal services is a strong plus.
Responsibilities
Client Onboarding & Implementation: Guide new clients through a structured onboarding process, ensuring a smooth transition onto the Visalaw.ai platform. Provide hands-on training and follow-up support to set each firm up for success from day one.
Ongoing Relationship Management: Serve as a dedicated point of contact for an assigned portfolio of law firm clients, managed collaboratively alongside a peer CSM. Conduct regular check-ins and proactive outreach to ensure satisfaction and continued platform adoption.
Retention & Renewal: Monitor client health and usage to identify at-risk accounts. Escalate concerns to CS leadership and execute agreed-upon action plans to resolve issues and support renewals.
Expansion Awareness: Surface and flag client expansion opportunities, such as increased usage or interest in additional features, to CS leadership and the sales team for follow-up.
Voice of the Customer: Gather and relay client feedback to help leadership and the product team understand platform performance, pain points, and improvement opportunities. Be the client's internal advocate.
Documentation & Resources: Contribute to the development and upkeep of help guides, onboarding materials, FAQs, and best practice resources that empower clients to get the most out of Visalaw.ai.
Cross-Functional Collaboration: Work closely with your peer CSM, fractional CS leader, and the sales, product, and engineering teams to ensure a seamless and cohesive client experience.
Continuous Learning: Stay current on developments in AI, immigration law, and legal tech to better serve clients and anticipate their evolving needs.
Bachelor's degree or equivalent experience
2–4 years of experience in customer success, account management, or client services - preferably in a SaaS or legal tech environment
Experience in or strong familiarity with immigration law (paralegal, legal assistant, or firm operations background is a plus)
Exceptional communication and relationship-building skills
Strong organizational skills and ability to manage a defined portfolio of accounts simultaneously
Comfortable working within established processes while contributing ideas for improvement
Experience using CRM tools (HubSpot, Salesforce, or similar)
Proactive problem-solver who thrives in a collaborative, fast-paced startup environment
Competitive salary
Employer-sponsored health insurance
Voluntary dental and vision
401(k) retirement plan
Flexible PTO
Remote work flexibility