Customer Success Manager, Scaled & Enablement
Location: San Francisco (Hybrid - in-office 3+ days/week in downtown SF)
About Billables AI
Billables AI is building the AI-powered operating layer for professional service firms, and we're starting where the pain is deepest: the legal industry. Our platform automates the manual overhead that slows lawyers down, bringing together intelligent timekeeping, work activity capture, and operational visibility so firms can understand how work happens and build a more efficient, profitable practice. The best work happens when people aren't buried in administrative burden, and that's exactly the problem we're solving.
Named Legal Tech Company of the Year by Law.com in 2026, Billables AI is one of the fastest-growing companies at the intersection of AI and legal technology. Our team brings together expert AI researchers and veteran startup builders who know how to move fast, build with conviction, and deliver software that sits at the core of how our customers work and generate revenue. Based in San Francisco, we empower everyone on the team to drive meaningful work end-to-end.
About the Role
Billables AI is transforming how law firms capture time and revenue through purpose-built AI. As we scale, we're looking for a Customer Success Manager who will run the support and enablement systems that let success scale across our entire customer base, with the opportunity to grow into owning a portfolio of strategic client relationships over time.
This is a full-scope CSM role for someone who thrives on building the systems that let a lean team punch above its weight, and who is just as comfortable building deep partnerships with sophisticated clients. You'll run the day-to-day support and enablement infrastructure every customer touches, balancing the tooling, content, and process that make scaled success possible with hands-on client work as your portfolio grows.
What You'll Do
Run our support and enablement tooling day-to-day: help desk, knowledge base, and the AI agents and automation layered on top, among others, keeping them accurate, useful, and continuously improving
Build and maintain the enablement content that scales success without a human in the loop: onboarding guides, billing guideline templates, self-serve resources, and partner-facing materials that drive down time-to-value
Grow into owning the full customer lifecycle for a portfolio of strategic law firm accounts: onboarding, adoption, expansion, and renewal
Execute pooled coverage processes that hold quality steady as the customer base grows
Handle responsive support escalations with professionalism and urgency, knowing when to solve, when to automate, and when to escalate
Be a consistent, credible voice of the customer in product conversations, synthesizing feedback, surfacing patterns, and advocating for what your clients actually need
Actively leverage AI tools, agents, and automation to maximize your capacity and impact. We expect you to be experimenting, not waiting
What We're Looking For
2 to 4 years in a customer success, account management, or client services role, ideally in legal tech, legal services, or a similarly complex B2B environment
Comfort navigating law firm culture and speaking the language of legal operations
Hands-on experience operating CS tooling (help desk platforms, knowledge bases, automation and AI agents, among others) and an instinct for keeping systems running well, not just working tickets
Readiness for hands-on, in-person training to get up to speed. Expect real facetime early on as you learn the platform, the tooling, and how we work
Strong instincts for when a client needs a call, an email, or just a fast answer
Genuine enthusiasm for AI tools and a track record of finding smarter ways to work
Excellent communication and relationship skills. You build trust quickly and maintain it over time
Why Billables AI
We're a lean, high-conviction team building something that actually moves the needle for law firms. This role has real visibility, real influence on product direction, and room to grow as the company scales. If you want to be a number on a coverage spreadsheet, this isn't the job. If you want to build something, it is.
