Customer Activation

Ajax; New York (NY); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Equity opportunities

Health, dental, and vision benefits

Unlimited PTO

Collaboration with founders

Job summary

A technology company specializing in legal applications is looking for a User Success Manager to enhance customer experience during pilot phases. You will run onboarding sessions, ensure pilot success by addressing user needs, and create processes for efficiency. The ideal candidate is a strong communicator, adept at problem-solving and has a passion for user satisfaction. This role offers a competitive salary, equity, and the chance to work closely with founders in a dynamic environment.

Qualifications

• Experience in user onboarding and customer support.
• Strong communication skills and persuasive ability.
• Curiosity to learn new skills and dive deep into problems.

Responsibilities

• Run onboarding calls and 1-1 setup calls.
• Learn what the firm cares about and document ROI.
• Investigate issues and provide insights to engineering.
• Automate repeated steps and create reusable materials.

Skills

User communication

Problem-solving

Process automation

Excel proficiency

SQL knowledge

Job description

Location

• Mon-Fri in NYC HQ (we learn best shoulder-to-shoulder)

About Ajax

Lawyers track their time in 6 minute increments. Lost billables and time cost them $100B/year.

Today, Ajax uses AI to automate timekeeping, find lost billables, and make lawyers’ days suck less.

Long-run, we’ll use data Ajax already processes - emails, docs, zooms, calls, browsing, and more - to file emails, automate reporting, manage firm profitability, preempt angry clients, and more.

• Stage: We’ve hit product-market fit, with customers saying things like “this app saved my life”, “I’m in love with Ajax, and not the cleaning product”, and “I’m divorcing my husband for Ajax.” ARR is tripling every ~3 months.

• Team Size: 7 FTEs

• Founding Team:

  • Jack Weinberger, Founder, GTM (Yale, PE, Chief of Staff at Humming Homes)

  • Alex Weinberger, Founder, Eng. & Product (Amazon, Founding Eng. at dub)

  • Roger Jin, Founding ML Engineer (Harvard, Carnegie Mellon, nference)

Why This Role Is Critical

You’ll win pilots - the most important point in the customer journey:

Each new firm runs a pilot before subscribing. They only buy if users understand the app, feel supported, and see their preferences reflected in it. You’ll own the user experience and pilot outcomes.

You’ll drive referrals:

50% of our new sales come from referrals. Your work to make customers love Ajax will fuel this.

You’ll help Ajax scale:

Our pilots reliably get users to an “aha” moment (we’ve won 97% of pilots this year), but it’s high-touch. We run kickoffs, coach users, customize settings, spot issues, build fixes, document ROI, and more.

By writing playbooks, automations, and reports that help us onboard more firms, you have the opportunity to directly double or triple our growth rate.

You’ll get room to run

You’ll have broad latitude to remake our processes, and your own role, as we grow. We don’t want rule-followers - we want to hire incredible people and give them lots of room to build.

If you succeed, you will be the reason Ajax grows 10x. Are you up for it?

What You’ll Do

• Run onboardings: Run onboarding calls and 1-1 setup calls, coach users on how to use Ajax successfully, and customize Ajax for them.

• Own pilot success: Learn what the firm cares about, spot issues early, implement changes in real-time, document ROI, run closing calls.

• Investigate issues: dive in, fix problems, gather data, and feed insights to engineering so we keep improving.

• Set us up for scale: automate repeated steps, create reusable materials and playbooks, trim anything that doesn’t move the needle.

You might thrive here if…

• Talking to users and solving their problems energizes you.

• You’d rather ship v1 and learn than wait for perfect directions.

• Your curiosity drives you to learn new skills and dive deep into problems.

• You’re comfortable diving into Excel, and know (or are excited to ramp quickly on) SQL

• You communicate with clarity and kindness, whether to a paralegal or a partner, and you can be persuasive without leaving stakeholders with a sour taste.

• You enjoy turning ad-hoc processes into repeatable systems.

• Imposter-syndrome disclaimer: research shows some candidates avoid applying unless they check every box. If this role excites you, please reach out even if your experience looks a little different.

What You’ll Get

• $120-160k base + above-market equity. Both are subject to increase if you do a great job.

• Benefits: health, dental, vision, unlimited PTO.

• Daily collaboration with founders and a steep growth curve.

Our Values (and how to tell if you’ll love it here)

Earn “I’ll tell everybody I know about it” love from our customers

• Everything we do is oriented towards earning customers’ love, trust, and referrals.

• You’ll spend lots of time walking users through features, investigating their usage and proactively proposing improvements, and even doing things that don’t scale like sending donuts to power users.

Does this degree of customer obsession exhaust or energize you?

Ship early and often

This scenario happens at least once a week:

• A customer reports a bug. You drop everything to investigate and manage to fix it in 4 minutes.

• You email the customer immediately to report that you’ve solved their problem. They thank you effusively for the quick response and say they’re recommending Ajax to a friend at another firm.

Are you comfortable in an environment where velocity is this important?

Own the outcome

• We only bring somebody on if we can imagine looking back in 5 years and saying ‘they were the single most important driver of our success.’”

• You will deal with high-stakes situations and be responsible for the outcomes. If you do an incredible job, you’ll be the reason Ajax grows 10x - and your scope will grow along with it.

Do you want such a steep growth curve?

If helping customers succeed and building new processes sounds fun, we’d love to hear from you!

Jack & Alex, Co-Founders of Ajax