Customer Success Manager (West Region)

Assembly Software; United States; Remote; USD 75,000 - 105,000; Full time

Benefits offered by this job

Medical plan

Dental plan

Vision plan

Disability insurance

Supplemental insurance

401(k)

Flexible time off

Parental leave

Employee Assistance Program

Job summary

Assembly Software is a fully remote company serving personal injury law firms with Neos, Needles, and TrialWorks. We seek a Customer Success Manager to own client relationships, drive adoption, and ensure renewals while coordinating with sales and product teams to deliver value across the portfolio.

You’ll manage onboarding, health reviews, and ongoing training, helping clients maximize outcomes and build lasting partnerships with our leading practice management platform.

Qualifications

• Experience in SaaS customer success or account management.
• Proven ability to drive product adoption, renewals and expansions.
• Excellent communication and training delivery skills.

Responsibilities

• Own a portfolio of law-firm accounts from onboarding through renewal, driving adoption and training.
• Identify expansion or referral opportunities and route to the appropriate teams.

Skills

Customer relationship mgmt

Communication

Training delivery

Renewals

Job description

About Assembly Software

Assembly Software is the team behind Neos, the case management platform purpose-built for personal injury law firms, with embedded intelligence that already knows your cases. We're trusted by 1,100 firms and 15,000 users nationwide, backed by more than 40 years of experience in PI case management. As a growing SaaS company with a passionate team, we're building software that makes cases easier to manage and outcomes better for the firms and clients who rely on it.

Assembly Software is the team behind Neos, the case management platform purpose-built for personal injury law firms, with embedded intelligence that already knows your cases. We're trusted by 1,100 firms and 15,000 users nationwide, backed by more than 40 years of experience in PI case management. As a growing SaaS company with a passionate team, we're building software that makes cases easier to manage and outcomes better for the firms and clients who rely on it. When you join Assembly Software, you’re joining a team that genuinely cares about you, your career, and your excitement about your job. When you work for a tech company in the legal field, there are endless opportunities ripe for disruption, and you’ll be on the forefront of that innovation. We want you to pursue what drives you and push your boundaries! Assembly Software is where people come to shake up a historically buttoned-up industry.

Vision Statement

Assembly's vision is to provide the legal community the best practice management software that enables client advocacy from anywhere at anytime.

Mission Statement

Our mission is to provide intuitive and comprehensive legal practice management solutions enhancing efficiency and profitability for our customers.

Core Values

• We are Accountable: We accept responsibility for our choices and actions. We value transparency + feedback.
• We Never Stop Learning: We pursue growth + learning.
• We Thrive as a Team: We value others' opinions + work respectfully with one another.
• We are Collaborative Innovators: We are adventurous, creative + open-minded.
• We are Here to Be of Service to our Customer + our Colleagues: No matter our role, we are all here to be of service + add value.
• We have Unyielding Integrity: We do the right thin, even when no one is watching.
• We Embrace Diversity + Inclusion: We are passionate about creating and cultivating an inclusive culture that promotes and values diversity.

We don't just sell a product and walk away. We stay. We help our clients build better workflows, train their teams, and actually use the platform they're paying for, and that's what makes our retention numbers something to be proud of.

We're looking for a Customer Success Manager who thrives on making clients genuinely successful, not just satisfied. In our POD model, the CSM has a clear and powerful mandate: own the customer relationship, drive adoption, renew confidently, and generate the kind of qualified leads that only come from deep customer trust. You're freed from deal forecasting and transactional selling. Your job is to make customers love Assembly, and let that speak for itself.

You'll own a portfolio of law firm accounts from the moment onboarding ends, running the proactive outreach, health reviews, and training that keep clients engaged and adopting new features. When usage dips or a health score slips, you'll catch it early and act before it becomes a renewal problem. And when you spot the kind of expansion or referral signal that only comes from a trusted relationship, you'll route it to the right team as a real, qualified lead, not just a note in passing.

If this sounds like the seat you've been waiting for, we'd love to hear from you...

When You’re Considering a New Job, It’s Normal To Have Questions. Here Are a Few Things We Get Asked All Of The Time

• I'm tired of the daily commute. Where are you located? Assembly Software is a fully remote company. We work across time zones and connect through Teams, so you can build your career from wherever you do your best work: home office, favorite coffee shop, or yes, in your PJs if that's your vibe.
• What makes Assembly Software different? Our people. We're a fast growing SaaS company and the leading provider of case management solutions for personal injury and legal firms. Through our three brands, Neos, Needles, and TrialWorks, we serve over 2,500 law firms and 40,000+ users, the largest user base in the industry. Backed by Ridge Road Partners since 2017, we combine decades of legal tech expertise with a scrappy, entrepreneurial energy. We move fast, we care about the product, and we have fun doing it. Our sales team also enjoys uncapped commission with built in accelerators, so top performers are rewarded for their impact.
• What's the benefits package like?

Competitive And Comprehensive. You'll Have Access To

• Medical, dental, and vision plans
• Short and long term disability coverage
• Supplemental insurance options
• 401(k)
• Flexible time off
• Paid parental leave
• An Employee Assistance Program

We invest in our people because we know our results depend on them. When you do great work here, you'll be recognized and rewarded for it.

Assembly Software provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.