Customer Success Workflow Specialist

Job Description

• Focused on implementing and supporting Product Workflows, a customizable legal workflow solution.
• Product is not a "one-size-fits-all" product. Each law firm's implementation is highly tailored to its specific use cases and processes.
• Team has ambitious growth plans, eventually targeting approximately 40 Legal Engineers. Currently there are around 5 on the team.
• Role specifically supports large law firms (50+ attorneys).
• Works directly with law firms after Product has been purchased.
• Designs and implements customized workflows.
• Configures the platform based on how the client intends to use it.
• Trains attorneys and legal teams on the platform.
• Drives adoption and usage.
• Partners with Customer Success, Knowledge Management, and legal stakeholders.
• Serves as a trusted advisor when firms encounter challenges or need optimization guidance.
• May participate in industry legal engineering communities, roundtables, and thought leadership discussions.
• Serving as the primary lead for designing and deploying custom workflows and vault templates for large law firm clients.
• Partnering closely with firm stakeholders and Company's sales and post-sales teams to understand firm processes, define scope, and apply Company's solutions to real client needs.
• Engaging firm leadership, practice leaders, attorneys, and knowledge management teams to drive adoption and sustained usage of custom workflows.
• Supporting early-stage demos and pilot programs to clearly demonstrate the value of Company's AI solutions.
• Representing the voice of the customer by identifying product gaps and enhancement opportunities, synthesizing client feedback, and collaborating with product, engineering, and UX teams.
• Developing and maintaining customer-facing and internal resources to support AI workflow strategy and successful firm rollouts.

Skills and Requirements

• Have a JD with at least 2 years of recent experience at a large law firm (>50 attorneys), preferably in Litigation or Corporate Law.
• Have exceptional written and verbal communication skills, with a proven ability to establish credibility with attorneys and firm leadership through strong executive presence, legal judgment, and AI fluency.
• Have a deep understanding of legal workflows, legal service delivery models, and the day-to-day challenges faced by legal professionals, with the ability to translate that insight into clear, workflow-specific value narratives.
• Have demonstrated curiosity, conviction, and practical experience applying AI and legal technology to improve legal workflows and client delivery.
• Candidate must have real law firm experience, not just internship exposure.
• Preference for candidates who have practiced law or worked closely within legal operations.
• Must understand how AI is impacting the legal industry.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].