Founding Customer Activation

About the Role

This is a founding Customer Activation role at an early-stage AI company building intelligent timekeeping software for law firms. The product captures emails, documents, and calls and converts them into polished time entries, helping firms recover lost billable hours. With a 97% pilot conversion rate, 140% net dollar retention, and over 200 paying law firms on the platform, the company is growing fast and this hire will be central to how new customers get activated and see value quickly.

The ideal candidate has two to four years of experience in consulting (preference for non-MBB firms such as FTI Strategy or Parthenon), investment banking, private equity, or a reputable high-growth startup. You are comfortable talking directly with clients, you bring genuine empathy to those conversations, and you are energized by the pace and ambiguity of an early-stage environment. You want to be part of building something, not just executing a defined playbook.

Key Responsibilities

1. Own the end-to-end onboarding and activation journey for new law firm customers, ensuring they reach value quickly and clearly
2. Serve as the primary point of contact for customers during the pilot and early adoption phases, building trust and driving conversion
3. Identify patterns across customer interactions to surface product feedback and inform how the team improves the activation process
4. Collaborate closely with founders and the broader team to iterate on onboarding materials, playbooks, and workflows
5. Track activation metrics and customer health signals, flagging risks early and acting on them proactively
6. Communicate clearly and consultatively with partners at law firms, ranging from billing coordinators to firm leadership
7. Contribute to the foundational systems and processes that will scale the customer activation function as the company grows

Required Skills & Experience

• 2 to 4 years of experience in consulting (non-MBB preferred, such as FTI Strategy or Parthenon), investment banking, private equity, or a high-growth startup
• Must be based in New York City or able to commit to five days per week on-site in FiDi without relocation support given the timeline
• Must be authorized to work in the United States without visa sponsorship (U.S. citizens and Green Card holders only)
• Strong client-facing communication skills with a natural ability to be empathetic and build rapport
• Genuine excitement about joining an early-stage company and doing the work required to help it grow

Preferred Skills

• Degree from a top university
• Prior experience in a customer success, account management, or client services capacity at a startup or professional services firm
• Familiarity with legal industry workflows or legal tech, though not required