Trellis is hiring a
Customer Success Manager, Remote - United States

Summary

Trellis is seeking a Customer Success Manager (Attorney Liason) to help train lawyers and law firms on their product, increase client usage and retention, and be a dedicated resource for research questions. The role requires a legal background or experience in the legal industry and/or legal tech. Trellis offers a flexible remote-first work culture, competitive salary, equity, health insurance, dental insurance, vision insurance, 401(k) retirement savings plan with employer matching, and other perks.

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.)

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

Preferred Qualifications

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

• Base Salary: $80,000 - $110,000 a year (plus commissions/incentives)
• 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 3% employer matching!
• Other Perks: 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
• 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 rock star 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!