Customer Success Specialist

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Wilson Sonsini is the premier legal advisor to technology, life sciences, and other growth enterprises worldwide. We represent companies at every stage of development, from entrepreneurial start-ups to multibillion-dollar global corporations, as well as the venture firms, private equity firms, and investment banks that finance and advise them. The firm has approximately 1,200 attorneys in 19 offices: 14 in the U.S., three in China, and two in Europe. Our broad spectrum of practices and entrepreneurial spirit allow our staff exceptional opportunities for professional achievement and career growth.

The Customer Success Specialist will be responsible ensuring an effortless and enjoyable experience for both internal and external end-users of Wilson Sonsini’s newly introduced innovation and digital programs in order to achieve success as they implement, adopt and increase the usage of our new digital service technologies and experiences.

This position is open to both a hybrid working environment as well as fully remote.

Responsibilities:

  • Ensure day to day user operation of digital platform runs smoothly
  • Assist in implementation of systems and processes for managing and scaling a digital customer experience organization within the operational frameworks of a services organization
  • Promote enjoyable experiences for both internal and client stakeholders as they transition through and adopt to new modes of service delivery and interaction
  • Assist with sales operations outreach and tracking
  • Comfortable providing demonstrations and/or training to internal users and clients
  • Comfortable adapting and acclimating to different situations and evolving processes  
  • Ability to anticipate potential problems and proactively resolve end-user issues and drive end-user satisfaction in collaboration with the product team, the service team, as well as other departments of the firm  
  • Track the resolution of immediate problems in user experience to competition, extract and collect insights to ensure the increase of end-user satisfaction in the long term through data-driven problem solving
  • Meet or exceed minimum ticket response time expectations
  • Build long-term relationships with end-users to enhance experience, derive learnings, and increase usage intensity, adoption rate and retention
  • Escalate any identified operational issues or quality assurance concerns to management and/or the appropriate team
  • Other responsibilities as assigned
  • Maintain compliance with all company policies and procedures


Minimum Qualifications and Requirements:  

  • Minimum of three years of experience in software customer support, account management, customer success, or client service
  • Experience with multi-stakeholder B2B platforms preferred
  • Candidates with experience as a paralegal, paralegal clerk, or practice assistant encouraged
  • Experience working with attorneys, legal processes, legal operations or legal SaaS solutions strongly preferred
  • Experience working in a start-up environment highly preferred
  • Self-starter with the ability to work effectively in a busy, dynamic, and collaborative work environment
  • Excellent computer proficiency (MS Office – Word, Excel, and Outlook)
  • Strong relationship building, problem-solving, organization, and planning skills
  • Eagerness to learn new tools and skills
  • Comfortable owning mistakes and growing from them
  • High school diploma or GED required; Bachelor’s degree preferred

The primary location for this job posting is in Palo Alto, but other locations are also listed. The actual base pay offered will depend upon a variety of factors, including but not limited to the selected candidate’s qualifications, years of relevant experience, level of education, professional certifications and licenses, and work location. The anticipated pay range for this position is as follows:

San Francisco and Silicon Valley: $81,600 – $110,400 per year

Austin, Boston, Boulder, District of Columbia, Los Angeles, New York, San Diego, Seattle, and Wilmington: $73,100 – $98,900 per year

Salt Lake City and all other locations: $65,450 – $88,550 per year

The compensation for this position may include a discretionary year-end merit bonus based on performance. We offer a highly competitive salary and benefits package.

Benefits information can be found here. Equal Opportunity Employer (EOE).

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