Customer Solutions Manager

About Us: Foundation AI is the only AI-nativedocument intake automation platform serving the claims and litigation industries. Founded in 2019 by a team of lawyers and data scientists, Foundation AI processes millions of documents each month for hundreds of US law firms, including many of the largest and most respected plaintiff and injury law firms in the country. Find out more at This is a remote role, but we're considering candidates in New York. Job Overview: Foundation AI is seeking a Customer Solutions Manager to own and optimize the post-launch customer experience across a portfolio of law firms. This is not a traditional renewal-focused Customer Success role. This role sits at the intersection of customer strategy, workflow design, configuration, troubleshooting, and adoption. You will partner closely with customers to understand how their teams operate, translate those requirements into scalable solutions inside the Foundation AI platform, guide them through initial utilization and long-term success while ensuring they realize measurable value over time. The right person for this role is equal parts customer advocate, workflow consultant, operator, and problem solver. They are comfortable working in complex, detail-sensitive, and high-stakes environments where solutions can drive meaningful value for our law firm clients. They know how to ask good questions, structure ambiguous problems, drive cross-functional resolution, and keep customers confident through change. What You’ll Do: Serve as the primary post-launch owner for a portfolio of customers, leading them from implementation handoff through hypercare, adoption, optimization, and ongoing success. Develop a deep understanding of each customer’s workflow, operating model, document mix, goals, and success criteria. Translate customer requirements into practical solutions within the Foundation AI platform, including workflow recommendations, configuration updates, and process improvements. Lead customers