New York, New York, United States · On-site
$120k–$140k/yr
About Parambil The legal industry moves billions of dollars on the backs of antiquated, manual processes. Personal injury lawyers spend countless hours buried in medical records, trying to extract the critical details th…
Skills: Customer Success Management, Account Management, B2B SaaS, Customer Onboarding, Churn Mitigation
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Manage a portfolio of 50+ law firms to drive AI adoption, onboarding, and long-term retention. Contribute to the development of CS operations, playbooks, and automation tooling to scale the function.
Requires 3-5 years of B2B SaaS experience in customer-facing roles with a proven track record in retention and account management. Must be a self-starter comfortable with ambiguity and high-volume customer interaction in a startup environment.
The legal industry moves billions of dollars on the backs of antiquated, manual processes. Personal injury lawyers spend countless hours buried in medical records, trying to extract the critical details that make or break their cases. It's slow, expensive, and error-prone.
Parambil is changing that.
We've built an AI-powered platform that transforms how law firms review medical records — turning weeks of manual work into minutes of intelligent analysis. Our technology helps attorneys quickly identify key medical facts, build stronger cases, and serve their clients better.
We're trusted by top personal injury law firms and major enterprises like cruise lines to handle their most critical legal workflows. This year alone, we 5x'd our revenue and customer base — and we're just getting started.
Parambil is backed by $8M from leading investors including Bling Capital, NVP, and Daybreak. We're led by technical founders from McKinsey QuantumBlack, Yale/Stanford Medicine, and Emory CS, and advised by post-exit CTOs and AI researchers. Our team is small, technical, and moving fast — and we're building the future of legal AI from our NYC office near Grand Central.
We're looking for a customer-obsessed CSM to own relationships with a portfolio of 50+ law firms and clients who are using AI to transform how they work. This is a high-impact, hands-on role where you'll be in the trenches daily: running onboarding sessions, driving adoption, managing renewals, and ensuring customers get maximum value from Parambil. You'll work closely with the CS Lead, serving as a key execution partner — helping translate strategy into action across your accounts and contributing to team-wide initiatives as we build out the CS function.
You'll also contribute to building and refining the CS operations that will scale with us — from automation tooling to playbooks to health scoring. This is a ground-floor opportunity to have real ownership, direct access to founders and product, and grow your career as the company scales.
Own your book of business (85% of time)
Act as a trusted advisor to SMB clients on Parambil's AI-enabled solutions, guiding them through implementation, adoption, and value realization
Lead customer onboarding and training sessions — getting new users to their "aha moment" quickly and building the habits that drive long-term retention
Serve as the primary strategic contact for executive and operational stakeholders across your portfolio
Conduct regular check-ins and quarterly business reviews (EBRs), partnering with customers to define success metrics, milestones, and transformational goals
Analyze usage and engagement trends to identify adoption gaps, mitigate churn risk, and surface growth opportunities
Proactively communicate platform enhancements, emerging capabilities, and industry insights to align product value with evolving client needs
Identify and execute upsell and cross-sell opportunities; consistently achieve strong renewal rates and year-over-year portfolio growth
Troubleshoot customer issues and coordinate with Support, Product, and Engineering for fast resolutions
Adapt quickly to product changes, effectively communicating impacts, solutions, and best practices to clients
Support CS operations (15% of time)
Contribute to the refinement of onboarding workflows, success playbooks, and account management frameworks
Drive CS automation efforts — identifying repetitive processes and helping implement tooling to scale the team's impact
Develop and maintain training materials, help docs, and self-service resources
Share customer insights, patterns, and feature requests with the CS Lead and Product teams
Participate in building out health scoring, reporting, and lifecycle processes
Be the voice of the customer
Gather and synthesize feedback from your accounts for Product and Engineering
Serve as a key contributor to testing, validation, and customer readiness efforts as new features ship — helping shape product functionality, UX, and go-to-market adoption strategies
Champion your customers' needs internally
Must-haves
3–5 years in customer-facing roles with B2B SaaS experience (CSM, Account Management, Implementation, Solutions Engineering, or similar)
Proven ability to manage 30–50 accounts while staying organized and prioritizing effectively
Strong track record with retention and customer satisfaction metrics
Excellent communication skills — you can lead executive conversations and hands-on technical trainings with equal confidence
Self-starter mentality: you see what needs to be done and you do it
Comfortable working in ambiguity and building processes as you go
Excited to be on a small, scrappy CS team where you'll wear multiple hats
Nice-to-haves
Experience at an early-stage startup (Seed to Series B)
Background in legal tech, healthcare, or highly regulated industries
Familiarity with the personal injury legal space
Prior experience in consulting, implementation, or technical account management
Experience with CS automation tools or building out CS playbooks from scratch
This is right for you if:
You love talking to customers and genuinely enjoy solving their problems
You're hungry to grow your career and want real exposure to building CS at a startup
You thrive with 5+ customer calls/meetings per day
You want to help shape how we do customer success — not just execute a playbook someone else wrote
You're looking for a place where hard work gets recognized and rewarded
You see yourself managing accounts now and eventually leading a team
This probably isn't for you if:
You need highly structured processes and clear hierarchy
You prefer minimal customer interaction or large, established teams
You're not comfortable being scrappy and figuring things out as you go
You're looking for a purely strategic or managerial role right now
Direct business impact — Customer retention and expansion are critical company metrics that you'll own and influence
Access to leadership — Work directly with founders, shape product direction, and have real input on company strategy
Cutting-edge technology — Help customers adopt AI that's genuinely transforming how legal work gets done
Strong compensation — $120–140K OTE plus meaningful equity in a well-funded, fast-growing startup
Exceptional team — Work with talented, mission-driven people in our NYC office near Grand Central
Accelerated career growth — Ground floor opportunity that will naturally grow into leadership as we scale
AI-powered platform for tort law
Parambil is an AI-powered knowledge platform built for tort law. Products on market include automatic case validation, medical chronologies, complaints, fact sheets and more... We'd love to hear from you.
Offices: New York, NY, US
AI-powered platform for tort law
Parambil is an AI-powered knowledge platform built for tort law. Products on market include automatic case validation, medical chronologies, complaints, fact sheets and more... We'd love to hear from you.
Offices: New York, NY, US
