Customer Solutions Manager

Foundation AI is seeking a Customer Solutions Manager to own and optimize the post-launch customer experience across a portfolio of law firms. The role requires a deep understanding of customer workflows, strong communication skills, and the ability to manage complex customer environments. The ideal candidate is customer-minded, analytical, and detail-oriented, with experience in LegalTech, legal operations, or working closely with law firms.

Requirements

• 5+ years of experience in a customer-facing SaaS role such as Customer Success, Solutions Consulting, Implementation, Technical Account Management, or a similar post-sale solutions role.
• 2+ years of experience in LegalTech, legal operations, or working closely with law firms.
• Strong ability to understand, document, and improve customer workflows in a structured way.
• Experience managing complex customer environments where configuration, process design, or systems setup materially impacted outcomes.
• Demonstrated problem-solving ability in ambiguous situations, including diagnosing issues, identifying root causes, and driving cross-functional resolution.
• Strong communication skills, with the ability to lead customer conversations, ask thoughtful discovery questions, explain complex topics clearly, and write crisp internal summaries.
• Proven ability to manage multiple accounts, projects, and priorities while maintaining high quality.
• Comfort working independently and with a team in a remote environment with strong ownership and follow-through.
• A practical, customer-oriented mindset: you can balance urgency, precision, relationship management, and operational reality.