## **About the role**
Inlet is building AI software for law firms, starting with timekeeping. Lawyers spend hours reconstructing their work in 6-minute increments (spoiler: they don’t like doing this), and firms lose meaningful revenue when billable time slips through the cracks. Inlet helps attorneys capture more of their billable work automatically and spend less time on manual time entry, and we give firm leadership better visibility into how work is getting done. And we’re growing fast: our revenue is doubling every 3 months.
We're hiring a **Founding Customer Success Manager** to make sure every law firm that tries Inlet becomes successful with it. You'll own customer success, working directly with attorneys, paralegals, and law firm management to onboard new customers, run pilots, train users, resolve issues, and turn customer learnings into repeatable systems.
This is our first customer success hire. You'll report directly to the founders and will help define what great customer success looks like at Inlet from the ground up.
## **Why this role is critical**
### **You'll directly unlock growth**
We're getting more and more law firms into our pipeline, and customer success is the bottleneck. Lawyers are busy and tough to get time with, but they love Inlet once they use it. That creates a fun, high-leverage challenge: if you can get firms through pilots, help users build a new habit, and make adoption repeatable, you will directly impact how fast Inlet grows.
### **You'll own the most important moments in the customer journey**
Law firms only adopt new software when they understand it, trust it, and feel real value quickly. You'll own the pilot and onboarding experience that gets users to that point, and our growth is limited by how well you execute that motion.
### **You'll turn customers into champions**
Our users range from attorneys to paralegals and operational staff. Your job is to understand what each group needs, help them get value from Inlet, and make them excited to keep using it.
### **You'll help us scale**
Our customer success process is necessarily high-touch: kickoff calls, trainings, troubleshooting, usage reviews, feedback loops, and follow-up. You'll turn what works into playbooks, templates, reports, and processes so Inlet can serve many more firms without lowering the quality of the experience.
## **What you'll do**
* Own pilots from kickoff through successful rollout, including user training, follow-up, issue resolution, and documenting proof of value.
* Own customer success end-to-end, balancing pilots, onboarding, training, support, analytics, and playbook-building.
* Lead onboarding and training sessions for attorneys, paralegals, and law firm management.
* Build trusted relationships with customers and become their go-to person for questions, feedback, and support.
* Monitor usage and customer health to spot adoption gaps, risks, and opportunities before they become problems.
* Investigate support issues, reproduce customer problems, gather context, and work with product and engineering to get them resolved.
* Capture customer feedback and turn it into clear product insights, bug reports, workflow recommendations, and roadmap input.
* Help define and iterate on Inlet's customer success playbooks, training materials, help content, customer health dashboards, and internal processes.
* Help us learn which customers are most successful with Inlet and what patterns predict strong adoption.
## **Who you are**
* You have 1+ years of experience in a customer-facing role such as customer success, account management, implementation, support, operations, or consulting.
* You communicate clearly and professionally with a wide range of people, from individual attorneys to law firm leadership.
* You're proactive. You do not wait for every problem to be handed to you; you look for signals, follow up, and close loops.
* You're extremely organized and can manage multiple customers, tasks, and open questions without dropping details.
* You enjoy solving ambiguous problems and turning one-off work into repeatable systems.
* You're comfortable learning new tools, digging into customer workflows, and using data to understand what is happening.
* You're excited by AI, legal technology, and the chance to make a painful aspect of someone’s job much better.
Bonus points if you have worked with law firms or other professional services businesses.
## **You’ll thrive here if...**
* Talking to customers and solving their problems gives you energy.
* You are extremely organized and can follow detailed processes, often juggling multiple things.
* You like being close to the product and want your customer insights to influence what gets built.
* You are comfortable in an early-stage environment where the best answer is often something you help create.
* You can be warm and patient with users while still moving quickly and owning outcomes.
* You want a role with broad scope, direct founder exposure, and a steep learning curve.
## **What you'll get**
* The chance to own customer success operations at a fast-growing AI company.
* Direct collaboration with the founders of the company.
* A high-ownership role where your work will shape Inlet's customer experience, onboarding motion, and success function.
* A real growth path. If you're phenomenal, you will end up managing a team of CSMs and becoming a senior ops leader.
* A uniquely high-leverage customer success challenge: busy legal users who are hard to get time with, but love the product once they use it.
If you're excited to help law firms succeed with AI, we'd love to talk.
Visa sponsorship is not available for this role.
