---
title: 'Customer Success Manager at Supio'
canonical: 'https://feeny.ai/job/customer-success-manager-supio-seattle-9j8rgvhsb3w5'
type: 'job'
last_seen: '2026-09-08'
---

# Customer Success Manager at Supio

- **Company:** Supio
- **Location:** Seattle, WA
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-08-21
- **Last confirmed live:** 2026-09-08
- **Apply:** https://jobs.gem.com/supio/am9icG9zdDpx_gN3yTIMROPv2YsEBaD0

## Job description

Who We're Looking For We are seeking a dedicated Customer Success Manager to serve as the primary point of contact for our clients, ensuring they achieve maximum value from our products and services. This role combines relationship management, customer education and enablement, and problem-solving to drive customer satisfaction, retention, and growth. The ideal candidate will embody our core values by obsessing over customer transformation, acting with urgency, learning with passion, and leading with AI.

## Key Responsibilities

Customer Relationship Management Develop and maintain strong relationships with assigned customer accounts, serving as their trusted advisor and advocate within the organization. Conduct regular check-ins, business reviews, and strategic planning sessions to understand evolving customer needs and objectives. Obsess over customer transformation by deeply understanding their business goals and measuring success through their achievements.

Onboarding and Implementation Guide new customers through the onboarding process, ensuring smooth implementation and adoption of our solutions. Create customized success plans and provide training to help customers realize value quickly and effectively. Act with urgency to accelerate time-to-value and remove any barriers to customer success.

Account Growth, Retention, and Expansion Strategy Monitor customer health metrics and usage patterns to identify at-risk accounts and expansion opportunities. Proactively address concerns, resolve issues, and work cross-functionally to prevent churn while identifying upsell and cross-sell opportunities. Develop and execute strategic retention and expansion plans for assigned accounts, collaborating with sales teams to identify opportunities for account growth through additional product adoption, upgraded service tiers, or expanded usage. Present business cases for renewals and expansions while maintaining focus on customer value realization and long-term partnership development.

Product Expertise and AI-Driven Solutions Maintain deep knowledge of our products and industry best practices to provide strategic guidance and recommendations. Help customers optimize their use of our platform and achieve their business objectives. Lead with AI by leveraging artificial intelligence tools and insights to enhance customer experiences, predict customer needs, and deliver personalized recommendations.

Continuous Learning and Data Analysis Track and analyze customer success metrics, prepare regular reports on account status, and provide insights to inform product development and business strategy decisions. Learn with passion by staying current with industry trends, customer success methodologies, and emerging technologies to continuously improve customer outcomes.

## Skills and Competencies

- Exceptional interpersonal and relationship-building skills with a passion for customer transformation
- Strategic thinking with attention to detail and ability to act with urgency
- Ability to manage multiple accounts and priorities simultaneously while maintaining quality
- Collaborative mindset with strong cross-functional communication
- Results-oriented with a customer-first approach and commitment to continuous learning
- Adaptability and resilience in a fast-paced, AI-driven environment
- Comfort with leveraging AI tools and data-driven insights to enhance customer success

Required Qualifications

- Bachelor's degree in Business, Marketing, Communications, or related field, or equivalent experience
- 3-5+ years of experience in customer success, account management, or client-facing roles
- Excellent communication and presentation skills, both written and verbal
- Strong analytical and problem-solving abilities
- Experience with CRM platforms and customer success tools
- Proven track record of meeting retention and growth targets

## Preferred Qualifications

- Experience in SaaS or technology industry
- Experience in growth-stage start-ups
- Project management certification or experience
- Previous consultative selling or solution selling experience
- Familiarity with data analysis tools and customer health scoring methodologies

## Compensation

The base salary range for this position is $120,000 - $150,000 plus commission. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies, and experience.

## About Supio

## Company Overview
- **One-liner**: Supio is an AI platform purpose-built for personal injury and mass tort law firms, delivering human-level analysis of complex legal records to help firms settle bigger and win more.
- **Entity Type**: Private (Series B, $91M total funding)
- **Headquarters**: Seattle, Washington, United States (with additional office in San Francisco)
- **Founded**: 2021
- **Founders**: Jerry Zhou (Co-Founder & CEO) and Kyle Lam (Co-Founder & CTO)

## Core Business
- **Primary industry**: Legal technology (AI for plaintiff-side personal injury and mass tort litigation)
- **Target customers**: B2B – personal injury law firms, mass tort firms, and plaintiff legal teams
- **Mission or purpose**: “Level the playing field for injured people — ensuring evidence is never missed, injuries are never undervalued, and justice is never lost to the sheer volume of information humans must process.”

## Products & Services
- **Supio Agent**: An end-to-end agentic AI platform that connects every dimension of a plaintiff practice — from intake through resolution, case intelligence through firm-wide analytics. It handles document organization, medical record review, drafting demands, litigation documents, and case insights.
- **AI Assistant**: Acts as a paralegal, nurse consultant, and strategic attorney — organizes documents, flags medical issues, and refines arguments.
- **Medical Chronologies**: Creates precise chronologies from medical records with filters and AI chat capabilities.
- **Case Signals**: Identifies missing records, undiagnosed injuries, and other key gaps in a case.
- **Drafting Suite**: Drafts interrogatories, deposition questions, statements, and other legal documents aligned to firm style.
- **Case Economics**: Provides billing snapshots, ledgers, and valuation tools.
- **Demands**: Auto-generates injury descriptions and ICD codes, editable via chat.
- **Supio API & Connectors**: Integrates with existing case management systems and document platforms for seamless workflows.

## Market Standing
- **Valuation / Market Cap**: Not publicly disclosed
- **Key Metric**: Total Funding – $91M (Seed $6M in May 2023, Series A $25M in Aug 2024, Series B $60M in May 2025)
- **Notable Investors / Partners**: Lead investor Sapphire Ventures (Series A & B); partners include Thomson Reuters and leading Trial Lawyer Associations
- **Growth Signals**: 135 employees (64.7% YoY growth); platform has supported over $1 billion in settlements; one firm saved 437 hours across six cases; $500–$1,000 saved per case; expanding into Canada (Toronto hires)

## Competitive Advantages
- **Agentic AI purpose-built for plaintiff law** – not a generic AI tool bolted onto legal workflows, but an end-to-end platform designed from the ground up for personal injury and mass torts.
- **Security & Compliance** – SOC 2 Type II certified, HIPAA, PHIPA, and GDPR compliant; client data never leaves their control and never trains foundation models.
- **Human-in-the-loop QA** – Combines specialized AI with expert human accuracy to ensure reliability.
- **Deep integrations** – Connects with major case management systems and offers an API for custom workflows.
- **Partnerships** – Backed by Thomson Reuters and top trial lawyer associations, giving authoritative intelligence.

## Strategic Focus
- Continue to dominate the plaintiff personal injury and mass tort AI market.
- Expand geographically (recent Canada hiring push) and scale the agentic platform to larger firms.
- Deepen product capabilities across pre-litigation and litigation, with an emphasis on firm-wide analytics and case economics.
- Grow headcount across engineering, customer success, sales, marketing, and product to support sustained leadership in the PI industry.

## Why Work Here
- **Culture & Mission**: “AI for people, not systems” – the team is passionate about leveling the playing field for injured people and transforming how legal professionals work.
- **Work Model**: Hybrid – focused remote work blended with in-person collaboration at offices in San Francisco (SOMA) and Seattle (HQ). Flexibility is core, with intentional in-person connection for shared momentum.
- **Engineering Culture**: “AI-native thinking” – AI is baked into the DNA of every experience, not bolted on. Teams work on ambitious goals that directly impact real cases.
- **Benefits**: Comprehensive benefits designed to support health, growth, and life beyond the office.
- **Growth Stage**: With $91M raised and a clear growth trajectory, employees can have high impact in a scaling organization.

## Sources
1. [supio.com/careers](https://www.supio.com/careers)
2. [supio.com](https://www.supio.com/)
3. [supio.com/about](https://www.supio.com/about)
4. [linkedin.com/company/supio](https://www.linkedin.com/company/supio)
5. [cbinsights.com/company/supio](https://www.cbinsights.com/company/supio)

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