Customer Success Manager - PracticePanther

Paradigm; United States; Remote; USD 48,000 - 64,000; Full time

Benefits offered by this job

Remote working flexibility

Home office budget

Paid time off

Bi-annual company retreats

Equity grants

401k matching

Comprehensive health, vision, & dental

Job summary

Paradigm is seeking an entry-level Customer Success Manager to drive adoption, retention, renewals and growth for our PracticePanther customers. You will maintain strong client relationships, train users on the software, and resolve inquiries promptly in a fast-moving environment.

As the voice of the customer, you will onboard new clients, collect product feedback for the product team, and collaborate with support and other departments to deliver outstanding experiences and maximize value for

Qualifications

• 2+ years of experience in Customer Support/Customer Service or equivalent.
• Experience in a client-facing, support, or technical role.
• Project management skills.
• Experience leading initiatives and succeeding in a team environment preferred.
• Experience with small and medium businesses or tech.
• High-growth or early-stage startup experience.
• Knowledge in the legal industry advantageous.

Responsibilities

• Become a PracticePanther expert and offer personalized service to show the value of the product for long term use with your portfolio of clients.
• Be responsible for the management of a portfolio of clients to foster long-term business relationships.
• Respond to customer support inquiries as quickly and accurately as possible via chat or phone.
• Work collaboratively with other departments to resolve issues and deliver great customer experiences.
• Work collaboratively with Customer Support to flag, escalate, and resolve requests from accounts.
• Create, own, and execute onboardings for new and existing clients.
• Collect and manage product feedback from clients to share with our product team and participate in conversations advocating for an improved client experience.
• Improve client satisfaction and retention.
• Drive product adoption, share best practices, implement growth, and optimize strategies to drive maximum value and success with new and existing customers.
• Other duties as assigned.

Skills

Customer support

Client-facing

Project management

Team collaboration

Startup experience

Tech experience

Legal knowledge

Job description

Paradigm offers a suite of legal practice software solutions that help lawyers manage, automate, and grow their firms. More than 50,000 lawyers across 170 countries use our products to shift the paradigm of how they practice law. With four world-class all-in-one legal practice management platforms - PracticePanther, Bill4Time, MerusCase, and LollyLaw - in addition to payments and accounting solutions powered by Headnote and TrustBooks.

Paradigm empowers lawyers across the spectrum of practice area, geography, and business needs. At Paradigm, we are fast-paced, ambitious, and unified by a common vision to build the best legal technology products in the world.

What is the role?

We are looking for an entry-level Customer Success Manager who will drive adoption, retention, renewals, customer satisfaction and growth. Looking for a candidate who can maintain strong client relationships while operating in a nimble, fast-moving environment. The ideal candidate will be able to communicate with customers professionally, train customers on the software, resolve inquiries in a timely manner, be the voice of customers, and mitigate technical requests.

In this role, you will:

• Become a PracticePanther expert and offer personalized service to show the value of the product for long term use with your portfolio of clients.
• Be responsible for the management of a portfolio of clients to foster long-term business relationships.
• Respond to customer support inquiries as quickly and accurately as possible via chat or phone.
• Work collaboratively with other departments to resolve issues and deliver great customer experiences.
• Work collaboratively with Customer Support to flag, escalate, and resolve requests from accounts.
• Create, own, and execute onboardings for new and existing clients.
• Collect and manage product feedback from clients to share with our product team and participate in conversations advocating for an improved client experience.
• Improve client satisfaction and retention.
• Drive product adoption, share best practices, implement growth, and optimize strategies to drive maximum value and success with new and existing customers.
• Other duties as assigned.

Qualifications

• 2+ years of experience in Customer Support/Customer Service or equivalent
• Experience in a client-facing, support, or technical role
• Project management skills
• Experience leading initiatives and succeeding in a team environment preferred
• Experience with small and medium businesses or tech
• High-growth or early-stage startup experience
• Knowledge in the legal industry advantageous

Benefits/Perks

• Competitive salary
• Paid vacation + sick and parental leave
• Remote working flexibility
• Budget for home office improvements
• Company culture that encourages work/life balance
• 100% paid PPO medical, vision, and dental insurance, 401k matching, equity grants
• Bi-annual company retreats and many other fun activities to bring our team together as often as possible!

About Paradigm

Paradigm offers a suite of legal practice software solutions that help lawyers manage, automate, and grow their firms. More than 50,000 lawyers across 170 countries use our products to shift the paradigm of how they practice law. With four world-class all-in-one legal practice management platforms - PracticePanther, Bill4Time, MerusCase, and LollyLaw - in addition to payments and accounting solutions powered by Headnote and TrustBooks.

Paradigm empowers lawyers across the spectrum of practice area, geography, and business needs. At Paradigm, we are fast-paced, ambitious, and unified by a common vision to build the best legal technology products in the world.