Customer Success Manager

Trellis Law is the leading provider of state trial court data and insights, empowering law firms and litigators with access to essential resources. They are seeking a Customer Success Manager to train and support lawyers in using their product, ensuring high client satisfaction and retention while collaborating with various teams to enhance user experience.

Responsibilities:

• Become an expert at our product offerings to help lawyers with product and research questions. Help explain and communicate new features to drive meaningful adoption of the product
• Proactively reach out to customers to assist with adoption and be a single point of contact for research questions, client trainings, and new user on boarding
• Regularly review customer activity and account usage to assess account health and identify opportunities
• Meet weekly with the attorney success team to share learnings and develop strategies for increasing successful user adoption
• Create compelling success and engagement content (including using links, screenshots, and short tutorial videos) to tell product stories and help answer customer questions
• Maintain deep knowledge of assigned customer accounts, needs, usage, and renewal dates leading up to customer renewals
• Maintain a growth mindset, a culture of optimism, and a constant appreciation for our law firm clients
• Be a steward of our brand, and an advocate for our law firm customers’ needs. Work collaboratively across-depts (product, design, engineering) to ensure we constantly improve based on customer feedback