Customer Success Manager

Premier Global Links LLC; New York (NY); On-site; USD 130,000 - 170,000; Full time

Benefits offered by this job

Equity opportunity

Base salary $130k–$170k per year

Performance-based bonus potential

Job summary

Premier Global Links LLC, a confidential AI-driven timekeeping and billing platform innovator, seeks a Customer Success & Activation Manager in New York. You will lead onboarding, guide law professionals through training, and drive adoption while owning pilots and activation strategies.

In this hands-on role, you will interface with clients and internal teams, build scalable processes, and help convert pilots into subscriptions, shaping the company’s activation framework as it grows.

Qualifications

• 2–4 years of experience in consulting, banking, PE, or high-growth startup.
• Strong communication, relationship management, and problem-solving skills.
• Ability to manage multiple engagements with minimal supervision.
• Comfort training and supporting customers throughout the day.
• Interest in AI-powered software and workflow automation.
• Authorized to work in the United States without visa sponsorship.
• Willing to work on-site in New York City's Financial District five days per week.

Responsibilities

• Lead customer onboarding sessions and kickoff meetings.
• Guide legal professionals through product training, configuration, and adoption.
• Own customer pilot execution, monitor engagement, identify obstacles, and help customers achieve measurable value.
• Manage customer relationships and communicate effectively with users and decision-makers.
• Investigate product issues, coordinate solutions, and share actionable feedback with engineering and product teams.
• Document customer outcomes, demonstrate ROI, and support pilot-to-subscription conversion.
• Develop reusable onboarding materials, playbooks, reports, and process automations.
• Collaborate with sales, product, and engineering to improve activation and the customer experience.
• Identify opportunities to improve customer satisfaction, retention, referrals, and operational efficiency.

Skills

Customer communication

Relationship management

Problem solving

Critical thinking

Multi-tasking

Training & onboarding

Workflow automation

Ownership

SaaS familiarity

AI tools interest

Client engagement

Education

Bachelor's degree or higher

Job description

Premier Global Links LLC is recruiting on behalf of a confidential, high-growth AI technology startup transforming timekeeping and billing workflows for law firms. Its AI-powered platform helps legal professionals capture billable work from emails, documents, and calls, improving time entry accuracy and reducing lost billable hours.

We are seeking a customer-focused Customer Success & Activation Manager to lead customer onboarding, manage product pilots, improve user adoption, and help build scalable activation processes. This is a hands-on opportunity for someone with experience in consulting, banking, or a high-growth startup who enjoys solving problems, working directly with clients, and taking ownership in a fast-paced environment.

Key Responsibilities

• Lead customer onboarding, kickoff meetings, and individual setup sessions.
• Guide legal professionals through product training, configuration, and adoption.
• Own customer pilot execution, monitor engagement, identify obstacles, and help customers achieve measurable value.
• Manage customer relationships and communicate effectively with users and decision-makers.
• Investigate product issues, coordinate solutions, and share actionable feedback with engineering and product teams.
• Document customer outcomes, demonstrate return on investment, and support pilot-to-subscription conversion.
• Develop reusable onboarding materials, playbooks, reports, and process automations.
• Collaborate with sales, product, and engineering to improve the customer experience and activation process.
• Identify opportunities to improve customer satisfaction, retention, referrals, and operational efficiency.

Required Qualifications

• 2–4 years of relevant experience in management consulting, investment banking, private equity, or a reputable, high-growth startup.
• Excellent customer-facing communication, relationship management, and problem-solving skills.
• Strong critical thinking and analytical abilities.
• Ability to manage multiple customer engagements and resolve issues with minimal supervision.
• Comfort working directly with customers throughout the day, including training, troubleshooting, and follow-up.
• Interest in AI-powered software, workflow automation, and technology-driven business solutions.
• Ability to work in a fast-paced, early-stage startup environment and take ownership of projects.
• Must be authorized to work in the United States without employer visa sponsorship.
• Ability to work on-site in New York City's Financial District five days per week.

Preferred Qualifications

• Experience in consulting, client services, customer success, implementation, or operational problem-solving.
• Experience creating workflows, playbooks, reports, or process automations.
• Strong academic background; a degree from a highly regarded university is a plus.
• Experience working with SaaS products, AI tools, or technology startups.

Compensation and Benefits

• Base salary of $130,000–$170,000 per year, depending on experience and qualifications.
• Equity opportunity of 0.15%–0.30%, subject to company terms.
• Potential additional performance-based bonus.
• Opportunity to influence product development and build customer activation processes as the company grows.

Work Environment

This is a fully on-site role in New York City's Financial District, five days per week. Candidates already based in New York City are preferred. Relocation may be considered, but candidates must be able to meet the company's hiring timeline.

The position involves frequent customer interaction, independent problem-solving, and a high level of ownership in an early-stage startup.

Equal Employment Opportunity

Premier Global Links LLC is an equal opportunity recruiting firm. Qualified applicants will be considered without regard to legally protected characteristics.