Lawmatics

Customer Success Manager

• Master all aspects of the Lawmatics client intake, CRM, and marketing automation platform
• Participate in comprehensive training on the software solution
• Educate customers on platform capabilities and best practices tailored to their goals and workflows
• Respond to customer support inquiries via phone, email, and video conferencing
• Investigate complex and ambiguous issues across systems and determine appropriate solutions
• Collaborate with Engineering, Product, and Account Management to manage the support queue, mitigate risk, and reduce churn
• Build help articles, training videos, and new programs while keeping details accurate and current
• Understand the product roadmap to handle customer requests effectively
• Provide customer feedback to the Product team
• Test new features and functionality before release
• Host or support live office-hour sessions
• Document and escalate technical issues with reproduction steps and supporting evidence
• Assist with billing, invoicing, and payment-processing questions
• Guide customers through setup and configuration of new features
• Explain Lawmatics integrations with third-party tools such as payment processors and Zapier, escalating complex third-party issues to providers

Customer Success Specialist