SaaS Customer Success Advocate for Legal Tech

Paradigm; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Remote working flexibility

Home office budget

Paid vacation and parental leave

Health insurance (PPO)

401k matching

Equity grants

Job summary

Paradigm is seeking a Customer Success Specialist in the United States to manage a portfolio of clients, drive product adoption, and deliver best practices. You will onboard and train customers, respond to inquiries quickly, and collaborate with Sales, Support, and the product team to maximize value and retention.

The ideal candidate has 2+ years in customer success, SaaS, and client-facing roles, with a proactive, data-driven mindset, and strong communication skills.

Qualifications

• 2+ years of experience in Customer Success/Customer Service.
• 2+ years SaaS environment experience.
• Experience in a client-facing, support or technical role.
• Experience leading initiatives and succeeding in a team environment.
• High-growth or early-stage startup experience.
• Knowledge in the legal industry advantageous.
• Knowledge with Salesforce, Intercom/Zendesk, JIRA, G Suite.

Responsibilities

• Become a SME and offer personalized service to show the value of the product for long term use with your portfolio of clients.
• Responsible for the management of a portfolio of clients to foster long-term business relationships.
• Responsible for onboarding & trainings customers on how to utilize the software and consult clients on how the system can be used to increase efficiency in their day to day.
• Responding to high level customer inquiries as quickly and accurately as possible via email or phone.
• Work collaboratively with other departments to resolve issues and deliver great customer experiences.
• Work collaboratively with Customer Support to flag, elevate, and resolve requests from accounts.
• Work collaboratively with Sales to ensure a smooth client transition
• 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
• Other duties as assigned

Skills

Customer Success

SaaS

Client-facing

Leadership

Startup experience

Legal industry knowledge

Salesforce

Intercom

Zendesk

JIRA

G Suite

Tools

Salesforce

Intercom

Zendesk

JIRA

G Suite

Job description

Paradigm is seeking a Customer Success Specialist in the United States to manage a portfolio of clients, drive product adoption, and deliver best practices. You will onboard and train customers, respond to inquiries quickly, and collaborate with Sales, Support, and the product team to maximize value and retention.

The ideal candidate has 2+ years in customer success, SaaS, and client-facing roles, with a proactive, data-driven mindset, and strong communication skills.