Trellis

Customer Success Manager

Trellis

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $80,000 - $100,000 per year

About the role

  • 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.

Requirements

  • Recovering lawyers, JDs, paralegals and legal tech professionals, please apply. The most important requirement is an 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.
  • 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).
Benefits
  • Equity in a company with huge upside. We succeed together.
  • Flexible remote-first work culture (with office space in Los Angeles).
  • We cover 100% of health, dental, and vision insurance for you (and 100% for spouses and dependents).
  • We have a 401(k) retirement savings plan with employer matching contributions.
  • Be an early employee at a rising start-up whose mission is to democratize access to the law and change the landscape of legal practice. We’re looking for someone who’s willing to take on a lot of responsibility and play a substantial role in the future of the company.
  • Utilize your legal domain and/or legal-tech customer success expertise while engaging in exciting and meaningful work with an ambitious and passionate team.
  • Work-life balance matters to us. Most of us have families, so workplace flexibility for family needs is an emphasis.
  • Gain experience working alongside talented and collaborative co-workers from different disciplines (engineers, designers, attorneys, writers).
  • Work on a close-knit team of people who really enjoy working together. In other words, we have fun!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
legal researchproduct knowledgecustomer successtrainingtutorial creationaccount managementmulti-taskingproblem-solvingcustomer engagementuser adoption
Soft Skills
communicationcollaborationorganizationadaptabilityhumilitygrowth mindsetoptimismeagerness to learnpassion for helping othersrelationship management