Customer Success Pro for LegalTech Platform

Lawmatics, Inc.; San Diego (CA); Hybrid; USD 34,000 - 41,000; Full time

Job summary

Lawmatics is hiring a Customer Success Specialist in San Diego, CA to support our growing customer base across the client intake, CRM, and marketing automation platform. You’ll become a platform superuser, participate in a comprehensive training program, and educate customers on best practices with clear, proactive communication.

You’ll work with Engineering, Product, and Account Management to manage the support queue, resolve issues, and help customers maximize adoption.

Qualifications

• 1+ years in customer success or service handling inquiries by phone, email, and in-app messages.
• Excellent written and verbal communication.
• Ability to explain technical concepts to non-technical users.
• Comfortable using multiple internal tools and platforms.
• Curious mindset focused on improving client efficiency.
• Willingness to learn new products and processes.
• Strong judgment to investigate and resolve issues.
• Organizational skills to manage priorities and respond promptly.

Responsibilities

• Become a Lawmatics platform superuser.
• Participate in comprehensive training.
• Educate customers on platform capabilities and best practices.
• Provide delightful customer experiences via phone, email, and video conferencing.
• Investigate complex issues and connect the dots across systems.
• Collaborate with Engineering, Product, and Account Management to manage the support queue.
• Assist in building out help articles and training videos.
• Understand product roadmap for future updates.
• Provide feedback to the Product team based on client interactions.
• Test new features before release.
• Host or support live office hour sessions.
• Document escalation steps with clear reproduction steps.
• Assist customers with billing and payments questions.
• Guide setup and configuration of new features.
• Explain how Lawmatics connects with third-party tools.

Skills

Customer success

Clear communication

Problem solving

Technical troubleshooting

Cross-functional collaboration

Self-starter

Organizational skills

Adaptability

Tools

CRM systems

Billing software

Ticketing system

AI workflows

Job description

Lawmatics is hiring a Customer Success Specialist in San Diego, CA to support our growing customer base across the client intake, CRM, and marketing automation platform. You’ll become a platform superuser, participate in a comprehensive training program, and educate customers on best practices with clear, proactive communication.

You’ll work with Engineering, Product, and Account Management to manage the support queue, resolve issues, and help customers maximize adoption.