Customer Success Lead — Law Firms

Overview

This role owns customer onboarding and ongoing filing review processes for legal and regulated software. Responsibilities include running onboarding for new firms, ensuring proper setup for Bates conventions, and using performance metrics to drive quarterly improvements. You will also translate firm feedback into prioritized product inputs and help build onboarding playbooks to support scaling.

Responsibilities

• Run onboarding for new firms, including template migration and Bates convention setup
• Conduct quarterly filing reviews with managing partners against velocity and RFE metrics
• Translate firm feedback into prioritized product input
• Build onboarding playbooks to scale onboarding beyond the first hundred firms

Requirements

• 4+ years in customer success or account management for legal or regulated software
• Working knowledge of immigration practice workflow
• Genuine comfort talking to attorneys about their economics

Preferred Qualifications

• Prior immigration paralegal experience
• Experience with Docketwise or Clio