Customer Success Specialist

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

At Lawmatics, our mission is to let lawyers focus on being the best lawyer they can be, on the practice of law, while we handle the business operations. Our intuitive, end-to-end client intake, CRM, and marketing automation platform gives law firms, their employees, and their clients a smooth, complication-free legal journey with prompt, clear communication. The result: firms streamline their operations, impress clients, and win more business.

The Role

Lawmatics is hiring a Customer Success Specialist in San Diego, CA to support our growing customer base. This role goes beyond troubleshooting technical issues across our client intake, CRM, and marketing automation platform. You'll also teach customers how to use the platform, understand what they're trying to accomplish, and recommend creative solutions that fit their needs.

Our platform is complex and constantly evolving, so we need someone who can think logically, work independently, and approach problems creatively. The answer may not always be obvious, and you'll need to investigate, connect the dots, and use good judgment to determine the best path forward. You'll also work closely with our Engineering, Product, and Account Management teams when additional support is needed.

We're looking for someone who can manage a busy queue, communicate clearly, and take ownership of an issue through resolution. You'll be a primary point of contact for our customers, so strong judgment, follow-through, and problem-solving skills are essential.

• Schedule: Monday–Friday, 8:00 AM–5:00 PM PT
• Hybrid, with Monday through Wednesday in our San Diego office and Thursday and Friday remote.

What You’ll Do

• Become a Lawmatics platform superuser, mastering all aspects of the platform.
• Participate in a comprehensive training program to get up-to-speed on our software solution.
• Educate customers on platform capabilities and best practices, tailoring recommendations to their specific goals and workflows.
• Provide delightful customer experiences and timely response to customer support inquiries via phone, email, and video conferencing.
• Investigate complex, ambiguous issues, connecting the dots across systems and using sound judgment to determine the best path forward.
• Collaborate closely with Engineering, Product, and Account Management to manage the support queue, mitigate risk, and reduce churn.
• Assist in building out help articles, training videos and new programs, as well as ensure details are accurate and up-to-date.
• Understand product roadmap of future updates to better handle customer requests.
• Provide feedback to the Product team based on client interactions and feedback.
• Test new features and functionality to confirm it's ready to be released to the customer base.
• Host or support live office hour sessions to provide real-time platform guidance.
• Document and escalation technical issues to Engineering with clear reproduction steps and supporting evidence.
• Assist customers with billing, invoicing, and payment processing questions.
• Guide customers through the setup and configuration of new features to ensure successful adoption.
• Provide guidance on how Lawmatics connects with third-party tools (e.g., payment processors, Zapier), while directing complex third-party issues to the appropriate provider.

What You'll Bring

• 1+ years of experience in a customer success or service environment responding to customer requests via phone, email, and in-app messages.
• Excellent written/oral communication and interpersonal skills. You can craft grammatically impeccable emails and are articulate on the phone.
• Ability to explain technical concepts in clear, approachable terms for a non-technical audience.
• Comfortable learning and navigating a wide range of internal tools and platforms (CRM, billing, ticketing, AI-assisted workflows, and more) as the tech stack evolves.
• A curious mindset with a keen interest to deeply understand core efficiencies and obstacles facing the client.
• An aptitude for learning new products, processes, and systems.
• Sound judgment and the confidence to investigate and problem-solve, even without a clear answer up front
• Organizational management skills in setting priorities, adherence to scheduled activities, and timely responses to customers.
• Strong technical troubleshooting skills, perseverance, and patience.
• Out-of-the-box problem-solving skills and creative thinking to bring issues to resolution, including discovering workarounds using available resources.
• Comfortable working cross-functionally with Engineering, Product, and Account Management to resolve customer needs.
• An optimistic personality with the ability to build strong relationships quickly.
• A team player mindset ready to contribute ideas to improve processes.
• The ability to thrive in a fast‑paced, collaborative environment and work independently as a strong self‑starter.

Hourly Rate

$25 - $30 USD

About Lawmatics

Lawmatics is the #1 CRM for law firms, supporting the entire client journey from first contact to trusted partnership. Firms use Lawmatics to streamline intake, automate tasks, run marketing campaigns, manage referrals, and track growth — all in one AI‑powered platform that keeps business moving forward. To learn more, visit Lawmatics.com.

As an equal opportunity employer, we are proud to celebrate diversity and champion an inclusive workplace. No matter who you are, where you're from, who you love, how you think, or what you believe, all are encouraged to apply.