LawPay

Customer Success Manager

• Provide timely and accurate technical support to customers via email, chat, and phone.
• Troubleshoot and resolve product issues related to onboarding, adoption, and core platform functionality.
• Execute support workflows across digital and hybrid engagement models.
• Proactively identify and escalate technical risks through customer data, usage trends, and engagement signals.
• Assist customers with the implementation of core workflows, features, and solutions to ensure realized value.
• Support retention by resolving support blockers and ensuring renewal readiness.
• Collaborate with Product and Engineering teams to report bugs, share customer insights, and support product fixes.
• Serve as a customer advocate and voice of the customer within the organization.
• Provide technical guidance to customers on optimizing their use of 8am solutions.
• Support support-led outreach, including help center documentation, FAQ updates, and enablement sessions.
• Monitor customer support tickets, engagement levels, and resolution milestones.
• Contribute to the continuous maintenance of Support playbooks, processes, and internal knowledge bases.
• Maintain timely and accurate documentation in Support ticketing platforms and CRM systems.
• Serve as a brand ambassador in all customer interactions.
• Assist with the peer-mentoring of new Support team members.

Customer Success Specialist

Full-stack Engineer

• Collaborate with product managers and stakeholders to translate business problems into AI-driven solutions.
• Design, implement, and integrate AI features into existing 8am products.
• Partner with the Data team to ensure the right data is collected, enriched, prepared, and staged for AI consumption and use.
• Build and evaluate AI-powered services, from customer-facing prototypes to general availability to all our customers.
• Write high-quality Python code to manipulate data, interact with large language models, and assess performance.
• Develop tools and infrastructure to support reliable, scalable, and secure AI deployment.
• Work with our cloud operations team to deploy AI features, monitor their impact, and continuously improve them.

Senior Software Engineer – AI

Email Marketing Manager

• Act as project manager for customer notifications, ensuring all communications move efficiently from intake → creation → approval → deployment.
• Collect and manage all necessary inputs for each communication, including: Audience lists or targeting criteria, Email copy or messaging requirements, Stakeholder approvals (Legal, Product, CS, etc.) Timing recommendations and dependencies.
• Create and manage Asana tasks for each communication, keeping all steps, owners, timelines, and deliverables organized and on track.
• Coordinate cross-functional teams to align timelines, resolve conflicts, and ensure clarity on roles and expectations.
• Partner with Engagement Marketing to prepare communications for deployment (email, SMS, in-app, etc.).
• Assist with building or QA’ing emails in our deployment platform (no advanced coding required, but familiarity with templates is helpful).
• Ensure accurate audience uploads and segmentation in collaboration with the deployment specialist.
• Support testing, proofing, and final review to ensure error-free execution.
• Help establish consistency and quality across all customer communication touchpoints.
• Maintain documentation for processes, templates, naming conventions, and best practices.
• Track communication volume, timelines, and cross-team impacts to help inform prioritization.
• Flag risks early (timeline conflicts, unclear requirements, missing approvals, etc.).

Email Marketing Coordinator

Consultant

• Lead high-priority enterprise consolidation project
• Migrate and centralize source code from various GitHub Organizations and BitBucket instances
• Establish a gold-standard environment focused on governance and security compliance
• Architect the '8am' GitHub Org structure
• Partner with IT/DevX for IAM Integration
• Develop CircleCI integration plan for new Organization
• Establish mandatory repo naming conventions and a metadata tagging taxonomy
• Define Enterprise-level policies for branch protection
• Help develop training materials for Developers transitioning into GitHub

Temporary Github Migration Consultant – 6 months

Onboarding Specialist

• Own the Onboarding KPI framework, aligning performance to customer retention, time-to-value, and long-term success outcomes. Standardize and scale the onboarding experience through clear processes, CRM data integrity, SLAs, and operational best practices.
• Serve as the strategic voice of the customer journey, partnering cross-functionally with Sales, Product, Engineering, and Operations to drive alignment and continuous improvement.
• Lead team development through structured training, mentorship, product mastery, and coaching to ensure high-quality service delivery.
• Oversee escalations and executive-level communications for complex or high-priority accounts, mitigating risk and protecting customer relationships.
• Champion a high-performance, values-driven culture while driving initiatives that improve efficiency, adoption, and customer advocacy.

Senior Manager, Customer Onboarding

• 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.