Customer Success Manager

Premier Global Links LLC is recruiting on behalf of a confidential, high-growth AI technology startup transforming timekeeping and billing workflows for law firms. Its AI-powered platform helps legal professionals capture billable work from emails, documents, and calls, improving time entry accuracy and reducing lost billable hours.

We are seeking a customer-focused Customer Success & Activation Manager to lead customer onboarding, manage product pilots, improve user adoption, and help build scalable activation processes. This is a hands-on opportunity for someone with experience in consulting, banking, or a high-growth startup who enjoys solving problems, working directly with clients, and taking ownership in a fast-paced environment.

Key Responsibilities

• Lead customer onboarding, kickoff meetings, and individual setup sessions.
• Guide legal professionals through product training, configuration, and adoption.
• Own customer pilot execution, monitor engagement, identify obstacles, and help customers achieve measurable value.
• Manage customer relationships and communicate effectively with users and decision-makers.
• Investigate product issues, coordinate solutions, and share actionable feedback with engineering and product teams.
• Document customer outcomes, demonstrate return on investment, and support pilot-to-subscription conversion.
• Develop reusable onboarding materials, playbooks, reports, and process automations.
• Collaborate with sales, product, and engineering to improve the customer experience and activation process.
• Identify opportunities to improve customer satisfaction, retention, referrals, and operational efficiency.

Required Qualifications

• 2–4 years of relevant experience in management consulting, investment banking, private equity, or a reputable, high-growth startup.
• Excellent customer-facing communication, relationship management, and problem-solving skills.
• Strong critical thinking and analytical abilities.
• Ability to manage multiple customer engagements and resolve issues with minimal supervision.
• Comfort working directly with customers throughout the day, including training, troubleshooting, and follow-up.
• Interest in AI-powered software, workflow automation, and technology-driven business solutions.
• Ability to work in a fast-paced, early-stage startup environment and take ownership of projects.
• Must be authorized to work in the United States without employer visa sponsorship.
• Ability to work on-site in New York City's Financial District five days per week.

Preferred Qualifications

• Experience in consulting, client services, customer success, implementation, or operational problem-solving.
• Experience creating workflows, playbooks, reports, or process automations.
• Strong academic background; a degree from a highly regarded university is a plus.
• Experience working with SaaS products, AI tools, or technology startups.

Compensation and Benefits

• Base salary of $130,000–$170,000 per year, depending on experience and qualifications.
• Equity opportunity of 0.15%–0.30%, subject to company terms.
• Potential additional performance-based bonus.
• Opportunity to influence product development and build customer activation processes as the company grows.

Work Environment

This is a fully on-site role in New York City's Financial District, five days per week. Candidates already based in New York City are preferred. Relocation may be considered, but candidates must be able to meet the company's hiring timeline.

The position involves frequent customer interaction, independent problem-solving, and a high level of ownership in an early-stage startup.

Equal Employment Opportunity

Premier Global Links LLC is an equal opportunity recruiting firm. Qualified applicants will be considered without regard to legally protected characteristics.