Customer Success Specialist

Lawmatics•San Diego, CA

5d•Hybrid

About The Position

At Lawmatics, our mission is to let lawyers focus on being the best lawyer they can be, on the practice of law, while we handle the business operations. Our intuitive, end-to-end client intake, CRM, and marketing automation platform gives law firms, their employees, and their clients a smooth, complication-free legal journey with prompt, clear communication. The result: firms streamline their operations, impress clients, and win more business. Lawmatics is hiring a Customer Success Specialist in San Diego, CA to support our growing customer base. This role goes beyond troubleshooting technical issues across our client intake, CRM, and marketing automation platform. You'll also teach customers how to use the platform, understand what they're trying to accomplish, and recommend creative solutions that fit their needs. Our platform is complex and constantly evolving, so we need someone who can think logically, work independently, and approach problems creatively. The answer may not always be obvious, and you'll need to investigate, connect the dots, and use good judgment to determine the best path forward. You'll also work closely with our Engineering, Product, and Account Management teams when additional support is needed. We're looking for someone who can manage a busy queue, communicate clearly, and take ownership of an issue through resolution. You'll be a primary point of contact for our customers, so strong judgment, follow-through, and problem-solving skills are essential.

Requirements

1+ years of experience in a customer success or service environment responding to customer requests via phone, email, and in-app messages.
Excellent written/oral communication and interpersonal skills. You can craft grammatically impeccable emails and are articulate on the phone.
Ability to explain technical concepts in clear, approachable terms for a non-technical audience.
Comfortable learning and navigating a wide range of internal tools and platforms (CRM, billing, ticketing, AI-assisted workflows, and more) as the tech stack evolves.
A curious mindset with a keen interest to deeply understand core efficiencies and obstacles facing the client.
An aptitude for learning new products, processes, and systems.
Sound judgment and the confidence to investigate and problem-solve, even without a clear answer up front
Organizational management skills in setting priorities, adherence to scheduled activities, and timely responses to customers.
Strong technical troubleshooting skills, perseverance, and patience.
Out-of-the-box problem-solving skills and creative thinking to bring issues to resolution, including discovering workarounds using available resources.
Comfortable working cross-functionally with Engineering, Product, and Account Management to resolve customer needs.
An optimistic personality with the ability to build strong relationships quickly.
A team player mindset ready to contribute ideas to improve processes.
The ability to thrive in a fast-paced, collaborative environment and work independently as a strong self-starter.

Responsibilities

Become a Lawmatics platform superuser, mastering all aspects of the platform.
Participate in a comprehensive training program to get up-to-speed on our software solution.
Educate customers on platform capabilities and best practices, tailoring recommendations to their specific goals and workflows.
Provide delightful customer experiences and timely response to customer support inquiries via phone, email, and video conferencing.
Investigate complex, ambiguous issues, connecting the dots across systems and using sound judgment to determine the best path forward.
Collaborate closely with Engineering, Product, and Account Management to manage the support queue, mitigate risk, and reduce churn.
Assist in building out help articles, training videos and new programs, as well as ensure details are accurate and up-to-date.
Understand product roadmap of future updates to better handle customer requests.
Provide feedback to the Product team based on client interactions and feedback.
Test new features and functionality to confirm it's ready to be released to the customer base.
Host or support live office hour sessions to provide real-time platform guidance.
Document and escalate technical issues to Engineering with clear reproduction steps and supporting evidence.
Assist customers with billing, invoicing, and payment processing questions.
Guide customers through the setup and configuration of new features to ensure successful adoption.
Provide guidance on how Lawmatics connects with third-party tools (e.g., payment processors, Zapier), while directing complex third-party issues to the appropriate provider.