About the job
Join FirmPilot, the pioneering generative AI platform engineered to revolutionize marketing for law firms. We deliver tangible results through cutting-edge automation, data-driven SEO, and performance-centric content strategies. Our clientele ranges from small law firms to established practices seeking innovative and scalable marketing solutions. Supported by top-tier investors, we are on a rapid growth trajectory.
We are assembling a team of high achievers who take ownership, move swiftly, and aim to make a significant impact. This is a company where high agency is the norm, hard work is expected, and results are paramount. If you aspire to contribute meaningfully to an organization that values urgency, this is your opportunity.
About the Role
We are in search of a Director of Customer Success to spearhead and expand our Customer Success team. This player-coach role is ideal for someone with a strong understanding of how to establish and manage a retention-focused Customer Success function within a growth-oriented company.
You will take over a team of Customer Success Managers, with ambitions to grow the team within the next year. Approximately two-thirds of your time will be dedicated to developing and refining the systems, playbooks, and processes that enhance customer outcomes and retention, while the remainder will focus on directly managing high-value accounts.
A key objective for 2026 is to enhance our Gross Dollar Retention, and your role will be pivotal in achieving this goal.
This position is not for those seeking a hands-off leadership role. We are looking for a leader who can engage in strategic discussions with senior clients, guide Customer Success Managers through intricate renewals, and construct scalable infrastructure—all in the same week. You will report to the VP of Customer Success and play a crucial role in shaping the evolution of the Customer Success organization as FirmPilot grows.
What You Will Do
- Lead, mentor, and cultivate a team of Customer Success Managers, including recruitment as the team expands.
- Directly manage a portfolio of high-priority accounts, serving as a strategic advisor and executive sponsor.
- Develop and enhance Customer Success frameworks, ensuring alignment with organizational goals.

