Customer Success Manager

Trellis is a legal data startup focused on transforming the legal research landscape. They are seeking a Customer Success Manager who will assist lawyers and law firms in utilizing their product effectively, ensuring client satisfaction and driving user adoption.

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 onboarding
• 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

Requirements:

• Some experience in the legal industry and/or legal tech is required (including experience litigating, or supporting litigation teams as a paralegal, assistant, or other legal support professional)
• Eagerness to use practical legal background to help others (through direct interactions, demos, tutorials, and training videos)
• Love working with people
• Be excited to work directly with lawyers and large law firms daily
• Be willing and able to learn and become an expert at our product
• Be comfortable meeting via zoom for internal, and external, meetings (trainings, on boarding sessions, etc)
• Find joy and satisfaction using legal background, and product knowledge, to help attorneys and law firms
• Have energy and a passion for problem-solving and desire to constantly improve
• Demonstrate eagerness to ensure clients have an amazing experience with our product
• Be extremely organized, able to multi-task, and able to juggle relationships with many customers
• Be humble enough to continuously learn (one of our company's core values)
• Be adaptable and an independent thinker with a desire to help the team thrive
• Be tech savvy and able to use and learn new technology tools quickly
• A J.D. is a plus
• Background in legal preferred (as a paralegal, clerk, legal support or JD)
• Experience with other legal research tools (Westlaw, Lexis, etc.)
• Prior experience in Customer Success is a bonus, but not required (bonus for experience at a SaaS company OR within a legal tech, or a law firm's library, KM, innovation, or technology team)