Manager - Asset Management (remote)

ai runs end-to-end intake for law firms, combining AI efficiency with a network of more than 500 live, North America-based agents. Intake is a sales funnel, and most law firms arent running it well. Built on more than 30 million calls and a decade of experience with over 4,000 small to mid-sized law firm clients, Smith.ai helps firms win more clients.
Were a lean, profitable-minded team going deep on the legal vertical, and everything we build and market is with that lens. Were looking for a

Manager, Client Success

who cares deeply about clients, builds high-performing teams, and takes ownership of outcomes. Success is measured by retention and expansion, and everything you build, lead, and execute should support those outcomes.
Youll own a meaningful segment of our client book, lead and develop a dedicated Client Success team, and personally manage relationships with high-value clients. Youll also work closely with leaders across Client Onboarding and Client Support, sharing accountability for the full client journey from day one through renewal and beyond.
As our customer base continues to grow, were evolving how we segment and support clients based on their complexity and strategic value. Youll play a key role in shaping that approach, building scalable processes, and ensuring our team delivers an exceptional client experience.
This role is ideal for someone who thrives in a fast-moving, growth-stage environment where clarity isnt always given and building is just as important as executing. Own retention and expansion outcomes for a defined segment of our client base, proactively identifying opportunities to strengthen relationships and grow accounts.
Personally manage relationships with high-value clients, ensuring Smith.Identify at-risk accounts, understand the underlying drivers of churn, and develop strategies to improve client health and long-term retention.
Partner closely with Sales to ensure seamless handoffs and identify opportunities for account growth.
Build, lead, and develop a high-performing Client Success team, setting clear expectations and holding a high bar for performance and client outcomes.
Coach team members through complex client situations, helping them strengthen their judgment, communication, and account management skills.
Hire and develop talent with an equal focus on skills, performance, and values.
Client Success Strategy & Operations
Build, refine, and maintain scalable playbooks for key client scenarios, including onboarding transitions, account health management, escalations, renewals, and expansion.
Help shape how we segment and support clients based on complexity, business needs, and strategic value.
Balance immediate client needs with longer-term operational improvements that allow the team to scale effectively.
Cross-Functional Partnership
Work closely with the Senior Manager of Client Onboarding and Senior Manager of Client Support within a shared leadership structure, ensuring a consistent and coordinated experience across the client journey.
Partner with Sales, Product, and Operations to surface client feedback, resolve recurring challenges, and improve the overall client experience.
Data, Insights & Performance
Use client success tooling and data to monitor retention, expansion, client health, sentiment, and team performance.
Translate data into actionable insights, identifying trends, surfacing risks, and prioritizing improvements.
Establish clear performance expectations and use metrics to drive accountability and continuous improvement.
5+ years of experience in Client Success or Account Management, including experience in a SaaS or technical product environment.
~2+ years of experience managing and developing teams, with a demonstrated ability to coach talent, drive accountability, and improve performance.
~Proven experience building or meaningfully improving Client Success playbooks, processes, and decision frameworks.
~ Highly analytical and comfortable using data to identify trends, assess risk, and make decisions.
~ Experience with Vitally or comparable Client Success platforms such as Gainsight or ChurnZero.
Experience supporting SMB clients at scale, particularly across a segmented client portfolio.
Familiarity with legal technology or professional services businesses.
Experience helping build or evolve a Client Success function in an early- or growth-stage company.
Youre operating with full ownership of your team and client segment, have implemented at least one meaningful process improvement, and have a clear plan for driving retention and expansion.
ai, we’re laser-focused on our mission of helping small and medium businesses succeed. We strive to test, learn, and improve, while continuously developing our solutions, our operations, and our team members. We’re a fast-growing and dynamic startup that values collaboration and innovative thinking. We are an equal opportunity employer and believe diversity makes teams better and that discrimination based on race, gender, or anything else is self-defeating.
This is a full-time position with a base salary that ranges between $110,000-$165,000 per year

. In addition to salary, you are eligible for equity and a competitive benefits package that includes medical, dental, vision, life insurance, 401k, and a Flexible Time Off program.