Provide proactive, high-touch support for Strategic Accounts, serving as a trusted point of contact to resolve product inquiries, coordinate issue resolution, and ensure timely, accurate communication with customers and internal teams.
Build strong relationships with end users and admins by delivering exceptional customer experiences and acting as a customer advocate—capturing feedback, identifying trends, and escalating complex issues as needed.
Drive product adoption and value by educating customers on features, best practices, and integrations, while supporting renewal readiness through healthy utilization and customer satisfaction.
Collaborate cross-functionally with Customer Success, Product, and Engineering to share insights, support roadmap alignment, and improve customer resources and programs.
Maintain operational excellence by documenting activity in Salesforce, tracking key account metrics, supporting reporting, and representing the 8am brand with professionalism in every interaction.

1–2+ years in a customer-facing role such as Customer Success, Account Management, Support, or Business Development.
Strong relationship-building skills with the ability to manage expectations and communicate clearly.
Excellent problem-solving skills with the ability to analyze issues and identify root causes.
Strong written and verbal communication skills.
Highly adaptable and comfortable working in a dynamic and evolving environment.
Ability to quickly learn and understand new technologies, workflows, and product features.
Outstanding active listening, discovery, and customer service skills.
Experience with SaaS platforms preferred; legal tech experience a plus.
Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.

Health Insurance Coverage: We offer our 8Team a variety of medical, dental, and vision plans, designed to fit your needs, including a 100% company-paid HDHP plan for employees.
Financial perks: We offer a competitive compensation and benefits package including annual bonuses, equity options and 401(k) or RRSP if in Canada, with a company match for all team members.
Time for what matters: Flexible Time Off, paid holidays, and a parental leave program for our new parents.
Wellness: Wellness stipends, mental health support, and one-on-one nutrition coaching.
Learning and Development: Continuous learning through 8am.edu, leadership programs, professional development funds, and individually focused talent development.
Giving back to the communities around us: Participate in our charitable matching gift program, paid time off for volunteer service, and company-sponsored volunteer events (both local and virtually).
Engagement: Virtual and in-person team-building events, quarterly award recognition through our Rise & Shine Award of Excellence Program, and our peer-to-peer appreciation platform.

Customer Success Specialist

Key skills