Remote Customer Solutions Manager – Law Firm Focus

United States Digital Space LLC; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

Foundation AI is seeking a Customer Solutions Manager to own the post-launch experience for a portfolio of law firms and optimize their use of the platform. The role focuses on customer strategy, workflow design, and adoption, ensuring measurable value over time.

You will partner with customers to translate requirements into scalable in-platform solutions, guide initial utilization, and drive long-term success while managing risk and delivering high-quality outcomes.

Qualifications

• Experience in a customer-facing SaaS role with a focus on post-sale outcomes.
• Ability to document and improve customer workflows in a structured way.
• Strong communication skills for leading conversations and writing internal summaries.
• Proven ability to manage multiple accounts, projects, and priorities in a remote setting.
• Experience diagnosing issues, identifying root causes, and driving cross-functional resolution.
• Comfort working independently and with a team in a remote environment with strong ownership.

Responsibilities

• Serve as the primary post-launch owner for a portfolio of customers throughout adoption and ongoing success.
• Understand each customer’s workflow, goals, and success criteria to tailor solutions.
• Translate customer requirements into practical platform solutions and workflow improvements.
• Lead go-live readiness, hypercare, and stabilization with clear communication.
• Diagnose issues, gather evidence, and drive resolution with cross-functional teams.
• Make precise configuration changes and monitor adoption gaps and opportunities.
• Collaborate with Implementation, Support, Product, and Engineering to address needs quickly.
• Create and maintain customer-facing and internal docs, including recommendations and troubleshooting guidance.

Skills

Customer-facing SaaS

Project management

Workflow design

Clear communication

Problem solving

Remote work

Job description

Foundation AI is seeking a Customer Solutions Manager to own the post-launch experience for a portfolio of law firms and optimize their use of the platform. The role focuses on customer strategy, workflow design, and adoption, ensuring measurable value over time.

You will partner with customers to translate requirements into scalable in-platform solutions, guide initial utilization, and drive long-term success while managing risk and delivering high-quality outcomes.