About AssistantlyAssistantly places elite Unicorns into high-performing client environments where expectations are clear, the bar is high, and the support is real.Our Customer Success Managers are embedded directly with growth-stage businesses and leadership teams who need technically strong, relationship-driven professionals. You'll have ongoing coaching, clear standards, and a dedicated Success Manager behind you so you can focus on doing excellent work and growing in the role.This is not freelance or short-term work. It's a dedicated, full-time role designed for meaningful impact, stability, and professional growth.About the RoleAn AI-Tech Company is transforming the way law firms manage immigration notices, deadlines, and case workflows through AI-powered automation. We help firms eliminate manual administrative work, reduce human error, and spend more time practicing law instead of processing paperwork.We're looking for a skilled, relationship-driven Customer Success Manager who loves building lasting partnerships, solving problems creatively, and helping customers get the most out of innovative technology.As a Customer Success Manager, you will own the customer relationship after implementation — serving as the primary point of contact to ensure exceptional support, maximum platform value, and continued growth. You will work closely with Product, Engineering, and Sales teams to advocate for customers, resolve issues quickly, and introduce new features as they launch.This is a high-impact role that directly influences customer retention, product adoption, and revenue growth. If you excel at building trust with clients, have experience navigating technical platforms, and can drive measurable outcomes while thriving in a fast-paced SaaS environment, this role is perfect for you.RequirementsCustomer Relationship ManagementServe as the primary point of contact for assigned customer accounts, building long-term relationships with attorneys, administrators, and legal staff.Conduct regular customer check-ins and business reviews to ensure customers are successfully using Clerq and achieving measurable value.Monitor customer health scores and proactively address concerns before they escalate into problems.Customer Support & Issue ResolutionRespond promptly to customer questions and technical issues, troubleshooting problems and gathering detailed information before escalating to Engineering.Coordinate with Product and Engineering teams to ensure bugs are resolved efficiently and keep customers informed throughout the resolution process.Track support trends and identify recurring issues to drive systemic improvements and reduce future ticket volume.Product Adoption & TrainingTrain customers on new features and best practices, developing webinars, training sessions, and educational materials that drive self-sufficiency.Help customers optimize their workflows using Clerq and encourage adoption of newly released functionality to maximize their ROI.Account GrowthIdentify opportunities to expand customer usage and introduce clients to new integrations, modules, and premium features.Partner with the Sales team on upsell and expansion opportunities, generating referrals and customer testimonials wherever appropriate.Customer Feedback & AdvocacyCollect and document customer feedback and feature requests, advocating internally for customer needs and helping prioritize product improvements based on impact.Maintain accurate, up-to-date notes and account records within the CRM system to ensure visibility across all teams.Qualifications3+ years of experience in Customer Success, Account Management, or a client-facing role within a SaaS environment (must-have)Proven ability to manage a portfolio of accounts and drive measurable retention and expansion outcomes (must-have)Exceptional written and spoken English communication skills with a polished, professional presence (must-have)Strong technical aptitude with the ability to troubleshoot platform issues and liaise effectively with Engineering teams (must-have)Experience conducting customer trainings, webinars, or onboarding sessions (must-have)Proactive, detail-oriented, and highly organized with the ability to manage multiple accounts simultaneously (must-have)Experience in legal tech, immigration, or law firm operations preferredFamiliarity with AI-powered platforms or workflow automation tools preferredExperience with CRM platforms (HubSpot, Salesforce, or similar) preferredTools You'll UseCRM & Account Management: HubSpot, Salesforce, or similar Communication & Collaboration: Gmail / Outlook, Slack, Zoom Project & Ticket Management: Jira, Linear, or similarTraining & Content: Loom, Notion, or similar AI & Productivity: ChatGPT, Claude, or similar AI tools BenefitsCompetitive salaryPaid US holidays Paid wellness daysHealth & wellness allowanceMonthly profit sharingLong-term placement with real growthContinuous upskilling in AI, Operations, and LeadershipDedicated success coaching and support through Assistantly
