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Founding Customer Success Manager

Inlet· Operations
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Hybrid (US)$75k - $140kFull-timePosted 3mo ago

About the role

Founding Customer Success Manager at Inlet, a YC-backed AI timekeeping startup for law firms. Owns customer success from onboarding pilots to scalable playbooks, reports directly to the founders, and helps drive rapid growth by ensuring successful adoption of Inlet’s AI timekeeping solution for attorneys, paralegals, and law firm management.

Responsibilities

  • Own pilots from kickoff through successful rollout, including user training, follow-up, issue resolution, and documenting proof of value.
  • Own customer success end-to-end, balancing pilots, onboarding, training, support, analytics, and playbook-building.
  • Lead onboarding and training sessions for attorneys, paralegals, and law firm management.
  • Build trusted relationships with customers and become their go-to person for questions, feedback, and support.
  • Monitor usage and customer health to spot adoption gaps, risks, and opportunities before they become problems.
  • Investigate support issues, reproduce customer problems, gather context, and work with product and engineering to get them resolved.
  • Capture customer feedback and turn it into clear product insights, bug reports, workflow recommendations, and roadmap input.
  • Help define and iterate on Inlet's customer success playbooks, training materials, help content, customer health dashboards, and internal processes.
  • Help us learn which customers are most successful with Inlet and what patterns predict strong adoption.

Qualifications

  • 1+ years of experience in a customer-facing role such as customer success, account management, implementation, support, operations, or consulting.

Skills

Required:Customer successCommunication
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Inlet

AI timekeeping for legal professionals.

Attorneys at small- and medium-sized law firms juggle dozens of matters, context-switching throughout the day – and often failing to record their billable time for every task they worked on. Inlet records these tasks automatically – eliminating painful admin time and increasing their revenue.

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