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Every successful lawyer needs a powerful sidekick

Customer Success Manager

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About MerusCase

We're changing the way law firms manage their daily grind. By eliminating tedious and repetitive processes from their already hectic schedule, we allow attorneys to do what they do best - practice law, effectively represent their clients, and achieve successful outcomes.

The Mission of the Role

To provide effective, professional, and quality service while establishing long-term relationships with clients to gain a deeper understanding of their needs and increase value for both the customers and company.

Job Description

The Customer Success Manager is responsible for the adoption, advocacy, retention, and growth of our MerusCase clients. Will need to optimize policies and procedures to advance the client experience while also analyzing customer data to identify best practices. CSM will manage CS team and report to the CSD to outline weekly KPIs and enhance performance. The Customer Success team works cooperatively with other departments in order to improve client experience, prevent churn, and track important feedback. Will be in charge of developing, growing, and mentoring the CS team.

*Duties and Responsibilities*
- Lead, develop, and coach CS team
- Help set CS strategies for long term growth based on a deep understanding of our customers needs
- Coordinate and manage team schedules and coverage
- Develop best practices for outreach and communication
- Establish customer relationships
- Responsible for providing high level support via Phone & Email (possibly Chat in the future)
- Conduct live (offsite) and web-based demonstrations of our platform
- Review standardized performance metrics & KPIs to provide guidance and feedback for continued growth and improvement in employees during 1:1s
- Strategically advance internal and customer-facing documentation and knowledge base articles to help improve standards of support and update outdated material
- Assistance with hiring & training new staff members
- Work cross-functionally to advance department knowledge of customer feedback
- Assistance with building and advancing customer lifecycle program
- Gather product feedback, write business requirements, and act as an internal advocate for your client-base

*Qualities*
- Must be patient, empathetic, and have great communication skills
- Data driven individual
- Strong interpersonal skills to lead a team of individuals
- Comfortable with technology and learning new software
- Ability to handle escalated customer issues with customers
- Self-motivated, diligent, and can inspire a team to do the same
- Excellent verbal and written communication skills
- Organized, detail oriented, and able to manage multiple tasks
- Must be personable and enjoy working in a client-facing role
- Able to discuss technically detailed processes and integrations with customers who are both tech-savvy and non-technical
- Coordinate and manage team schedules and coverage with the help of our administrator

*Experience*
- 4+ years customer success experience
- 3+ years SaaS environment experience
- 2+ years management experience
- Experience in QA and application testing
- Knowledge in the legal industry advantageous
- Knowledge with GitHub, Wordpress, MS Office,

*Other Information*

- Location: Oakland, CA
- Location: Bellevue, WA
- Compensation: Competitive
- Other Benefits: 401k matching, competitive health care coverage + FSA, equal maternity/paternity leave.
Location
Oakland • Bellevue
Job type
Full-time
Visa sponsorship
Not Available
Experience
4+ years
Hiring contact

MerusCase at a glance

Every successful lawyer needs a powerful sidekick

MerusCase focuses on SaaS and Legal Tech. Their company has offices in Oakland and Bellevue. They have a small team that's between 11-50 employees.

You can view their website at http://www.meruscase.com or find them on LinkedIn.

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