Customer Success Associate

Role Overview

• Own and Elevate Customer Support
• Manage inbound support channels and ensure timely, high-quality resolution.
• Build deep product literacy and become a trusted product expert internally.
• Identify recurring themes and share structured feedback with Product and Engineering.
• Support Adoption & Delivery
• Assist with onboarding, training sessions, and rollout initiatives.
• Prepare materials and coordinate customer enablement efforts.
• Join in-person client visits and implementation sessions.
• Build Domain & Commercial Expertise
• Learn how enterprise SaaS renewals and expansions are run.
• Observe and participate in executive-level conversations.
• Develop the communication skills and customer instincts required to progress into full account ownership.

Requirements

• Has 1–2 years in Customer Success or
• Has experience working within a law firm (e.g., solicitor training contract, associate, real estate legal experience)
• Or has exposure to legal tech and wants to move into SaaS
• Strong written and verbal communication.
• Intellectual curiosity about AI and technology.
• High ownership mentality.
• Comfort interacting with senior legal stakeholders.
• Ambition to grow into an end-to-end portfolio owning role.

Benefits

• 401(k) Plan: Match 100% of contribution up to 4% of salary.
• Paid Time Off (PTO): 20-days per year.
• Sick Time off: 40 hours
• Health Insurance: Competitive medical, dental, and vision plan.
• Professional Development: $1,200 stipend per year
• Commuter Benefits: Allocate pre-tax earnings to cover eligible commuting expenses.
• In-Office Perks: Late night office dinner and weekly team meals.