Customer Success Manager
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 own our most strategic client relationships while contributing to the broader success of our growing customer base.
This is a full-scope CSM role for someone who thrives on building deep partnerships with sophisticated clients, thinks commercially, and brings genuine curiosity about how AI can make them more effective at their job. You'll own a portfolio of strategic accounts while carrying shared responsibility for our expanding customer base — balancing high-touch relationship work with the ability to operate efficiently at scale.
What You'll Do
Own the full customer lifecycle for a portfolio of strategic law firm accounts — onboarding, adoption, expansion, and renewal
Serve as a trusted advisor to firm stakeholders, from billing managers to firm administrators to partners
Be a consistent, credible voice of the customer in product conversations — synthesizing feedback, surfacing patterns, and advocating for what your clients actually need
Contribute to pooled coverage responsibilities as our customer base grows, with an eye toward building scalable processes that don't sacrifice quality
Handle responsive support escalations with professionalism and urgency, knowing when to solve and when to escalate
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
3–5 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
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.
