Customer Success Manager at Trellis

Trellis

Anywhere in the US·12h ago

ManagerFull-time

Salary Range

$80,000 - $100,000 /year

About the Role

Trellis Law is seeking a Customer Success Manager (Attorney Liaison) to help lawyers and law firms effectively use our legal research platform. This role involves training clients, increasing product adoption, and serving as a dedicated resource for research questions from enterprise clients.

Key Responsibilities

→Become an expert in our product offerings to assist lawyers with product and research questions
→Proactively reach out to customers to assist with adoption and serve as 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 to tell product stories and help answer customer questions
→Maintain deep knowledge of assigned customer accounts, needs, usage, and renewal dates
→Be a steward of our brand and advocate for our law firm customers' needs

Requirements

✓Experience in the legal industry or legal tech is required
✓A J.D. is a plus
✓Eagerness to use practical legal background to help others
✓Love working with people and be excited to work directly with lawyers and large law firms
✓Willingness and ability to learn and become an expert at our product
✓Comfort with meeting via Zoom for internal and external meetings
✓Energy and passion for problem-solving and desire to constantly improve
✓Strong organizational skills and ability to multitask
✓Humility to continuously learn
✓Adaptability and independent thinking
✓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