Are you passionate about digital transformation and eager to work on groundbreaking projects in the legal tech space? Do you want to be a part of a motivated, innovative team that is transforming the future of legal services? Here's your chance!

About PONS

PONS is an AI-powered legal platform transforming the legal services market by bridging the gap between legal assistance providers and receivers. We aim to work around the clock to make legal work more accessible and affordable while creating more opportunities for legal professionals.

Join us and be a part of a team that is making a difference in the legal world. We are looking for passionate, talented individuals who are ready to take on exciting challenges and contribute to our mission. Together, we can transform the future of legal services.

The Role

We’re seeking a Customer Success Manager to onboard, support, and retain law firm clients in the US and Europe. If you excel at building relationships, understanding legal workflows, and ensuring user success, this role is for you.

Responsibilities and Tasks

• Client Onboarding: Guide law firms through setup and training.
• User Training: Conduct training sessions to ensure legal professionals maximize the utilization of PONS.
• Customer Support: Provide timely assistance via email, chat, or calls to resolve issues related to platform use or general inquiries.
• Retention Strategies: Develop plans to increase client engagement and reduce churn, targeting high MRR retention.
• Feedback Loop: Collect user feedback to inform product improvements, collaborating with engineering and product teams.
• Success Metrics: Track onboarding speed, user adoption, and satisfaction; report insights to align with GTM goals.
• Advocacy: Build strong client relationships to drive referrals and case studies for marketing.
• Compliance: Ensure client usage aligns with legal and data privacy.

Required Qualifications

• Education: Bachelor’s in Business, Communications, or related field; legal or tech background a plus.
• Experience:
• 2+ years in customer success or account management, ideally in SaaS or legal tech.
• Experience supporting B2B clients, preferably law firms.
• Knowledge of legal workflows or dispute resolution processes.
• Strong problem-solving and client-facing skills.
• Skills:
• Excellent communication and relationship-building abilities.
• Ability to train and support users in a fast-paced environment.
• Analytical skills for tracking success metrics.

Preferred Skills

• Familiarity with legal tech platforms or AI-driven tools.
• Experience with CRM tools.
• Background in dispute resolution or legal services.
• Multilingual skills for European markets.

What We Offer

• Collaborative team shaping the future of legal tech.
• Opportunities to impact client success and platform growth.
• Flexible hours and remote work options.
• Competitive salary and performance-based incentives.
• Supportive culture with continuous learning.