Customer Success Manager

About Trellis Law
Trellis (trellis.law) is the leading provider of state trial court data and insights, empowering tens of thousands of law firms and litigators with unparalleled access to state trial court intelligence. With insights spanning 3,000+ courts across 2,500 counties and 45 states, Trellis offers an extensive suite of state trial court intelligence and productivity tools for litigators, including judge bios and analytics, case assessments, litigation insights, daily filings, customizable alerts, and much more. We’re revolutionizing the way legal professionals access and use trial court data to make informed decisions.

Position Summary
Trellis is looking for Customer Success Managers (Attorney Liasons) who love helping lawyers and law firms. The Attorney Liason works directly with the CEO and the client success team to help train lawyers and law firms on our product, increase client usage and retention, and be a dedicated resource for research related questions from our large enterprise clients. You will regularly interact with partners, associates, and KM to ensure that they have an excellent experience with Trellis. You’ll join a fast growing legal tech startup with a unique opportunity for massive career growth, and an incredible team who are all working closely together to change the legal research landscape - and have a blast while doing it.

A J.D. is a plus, but some experience in the legal industry and/or legal tech is required (including experience litigating, or supporting litigation teams as a paralegal, assistant, or other legal support professional).

What You'll Do: :
• 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.

Who You Are: :
• 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 and Perks::
• 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!

Trellis is committed to building a diverse and inclusive workplace. If you’re excited about this role but your experience doesn’t align perfectly, we encourage you to apply—you may be the right candidate for this or other opportunities.