Account Manager

Twill; New York (NY); On-site; USD 130,000 - 180,000; Full time

Job summary

Twill is hiring a founding Account Manager in New York City. You will own the post-sale lifecycle, run QBRs, drive renewals, renewals, and expansion, and build the monitoring and adoption motions for our AI-focused platform used by top law firms.

You will work directly with the co-founder, shape the go-to-market motion, and build the first post-sale playbooks in a fast-growing company still being built. Five days onsite in Manhattan.

Qualifications

• 2–5 years post-grad experience with real ownership of accounts.
• Experience in account management and post-sale ownership is highly preferred.
• Strong client-facing communication and negotiation skills required.

Responsibilities

• Own customer cadence: QBRs, renewals, and expansions.
• Lead growth inside accounts: seat expansion, cross-sell, upsell, renewals.
• Own adoption of new features and drive user engagement.
• Build monitoring tools and dashboards to flag churn risk and expansion opportunities.
• Define and influence roadmap based on customer feedback and requests.
• Turn word-of-mouth into a structured referral motion.

Skills

Account management

Customer success

Post-sale ownership

Relationship management

Education

Bachelor's degree

Tools

Claude Code

Codex

n8n

Zapier

Job description

Founding Account Manager — Twill client, NYC

Location: New York, NY. Five days onsite in Manhattan

Type: Full-time

Experience:2–5 years post-grad

About the client

Attorneys bill their time in six-minute increments and write it down by hand, from memory, at nine at night, at the end of a day they can no longer fully reconstruct. Hours that were genuinely worked never make it onto an invoice. Industry-wide that is an estimated $100B a year that simply evaporates.

Our client is a ten-person AI company in Manhattan that fixed it. Their software runs quietly in the background and captures what an attorney actually worked on, then turns it into polished, client-ready time entries with matter and task codes already applied. Firms find revenue they did not know they were losing, and the worst part of a lawyer's day gets about ninety percent better. A hundred and fifty plus firms run it today. They win ninety-seven percent of their pilots, they are undefeated head to head against their competitors, and in two-plus years in market they have never lost a single customer. Not one. Revenue has roughly doubled every quarter for several quarters running, and fourteen customers liked it enough to put their own money in as angels.

And the other half is the customer base itself. Almost half of their new firms arrive through referrals and word of mouth, unprompted, because lawyers genuinely love this product and tell other lawyers about it. Nobody at the company owns that. There is also real expansion sitting inside the firms they already have: law firms are organized into practice areas run by different partners, so one group can use and love the product while another down the hall has never heard of it. Nobody has gone and won the rest of the firm either. That gap is the whole reason this seat exists, and it is the rare version of this job where the demand is already there and the constraint is purely that nobody has built the motion yet.

And you get all of it. The cadence, the QBRs, the renewals, the expansion, the upsell, the tooling, the roadmap input. No CSM queue underneath you and no VP above you taking the interesting half of the job. Ten people in one room, no layers, direct line to the co-founder, your name on the function you built and the chance to be the founding hire in it with growth behind it!

Why we're hiring

Because customers are referring friends faster than the team can service them, and there is no post-sale function to catch it.

This is the first dedicated post-sale hire the company has ever made. It is a great problem to have! But it does mean there is no playbook, no cadence, no dashboard, no monitoring, no process. Some of what you need on day one does not exist yet, and you will build it. Priorities move. You will be asked what you think, and then you will be expected to go do it without a project plan or someone checking in twice a day. If you need a manager to hand you your week, you will be miserable here. If you have been waiting for somewhere your ideas actually ship, this is that and we want to talk!

They want someone hungry. Someone who moves before being told to, who chases the renewal conversation nobody assigned them, and who wants to be early at a company that is still being built rather than employee 200 somewhere that is already finished.

What you'll own

• The customer cadence. QBRs with the bigger firms, lighter touch for the rest. You create the rhythm, you run the calls, and you PM any product improvements that come out of them
• Growth inside the accounts: seat expansion, practice-area expansion, term extensions, upsell, renewals. You negotiate and close these yourself
• Adoption of everything new. They ship constantly and need their users to actually hear about it and use it. You own that lifecycle end to end
• The monitoring layer. Tools that flag a problem before it becomes a churn risk, surface an expansion opening before it closes, and speed the rest of the team up. You will have Claude Code, Codex, n8n, Zapier and whatever else you want to reach for
• What gets built next. You will hear the same request from five firms before anyone else in the company does, which makes you one of the deciding voices in the room on the roadmap
• The referral motion. Turning word of mouth from something that happens to something that is run on purpose

What we're looking for

• 2–5 years post-grad. Real scope and real ownership, but you are the first person in the function and an IC for a while. Worth saying plainly: the client has been passing on people who have already built and managed a post-sale org, so this is not that seat
• You have owned relationships past the sale. Account management, customer success, activation, post-sale ownership under whatever title your company happened to use. Strongly preferred and the most direct route in
• You want the same customers for years, not a new project every three weeks. You would call the same firms quarter after quarter and get progressively better at them. If repetition is the part of a job you dread, this will not suit you
• You would rather write the playbook than inherit one
• You build your own tools. If you need a dashboard or an automation you go make it rather than filing a ticket. This one is a real requirement, not a nice to have, and comfort with agents matters
• Comfortable closing. You own retention, which means you own the negotiation
• Managing partners will take you seriously. These customers are lawyers, they are skeptical and precise and they argue for a living, and they will notice an imprecise word or an unsupported number. Poise, clarity and genuine warmth, all three
• You can keep a lot of plates spinning and decide where your own time goes without dropping anything
• Five days a week in a Manhattan office is something you want, not something you would tolerate

Nice to have

• You have sold to or supported lawyers, accountants, or any professional-services buyer who runs their own business
• You have been the first post-sale hire somewhere before, or watched one up close
• Per-seat SaaS, where the close is only the start and you are carried on what happens to usage afterward

Why this one is worth it

The trade is explicit and they are upfront about it: genuinely hard work in exchange for real ownership, fast promotion, above-market equity, and a two-year body of work that would not have existed on a conventional track. The cash is $130–180K OTE plus meaningful equity, the commission split is 80/20, and the first quarter is measured on inputs rather than dollars, QBRs run rather than upsell closed, because the motion is still being built and they would rather you build it properly than chase a number through it. You would work directly with the go-to-market co-founder with no manager in between, real input on pricing, positioning and product direction, and a stated path into senior go-to-market, product or chief-of-staff work as the functions scale. Promotions there happen on merit and they happen fast, because nobody is standing in the way.

The honest version of the day-to-day, because we would rather lose you here than at the offer stage. Five days a week in the Manhattan office, not three, not four, no hybrid, no remote option and no relocation package. The day runs long, realistically around nine to seven thirty and longer when it needs to be. Ten people means no infrastructure and nobody handing you a finished process. In exchange: health, dental and vision covered, unlimited PTO, every federal holiday except Veterans Day, Wellhub, team dinner every Wednesday, lunch on Fridays, subway fare paid, and a 401(k) being set up. And the pitch you would carry is an unusually easy one, a product customers are emotional about, a win rate nobody is embarrassed by, and demand arriving faster than the company can service it.