Customer Success Specialist

About Assembly Software

Assembly Software is a visionary technology company dedicated to revolutionizing the legal industry. It blends decades of history and industry experience with next-generation, customer-focused innovation, bringing together two of the legal profession’s pioneering case management brands, Needles and Trialworks, both of which have contributed to Neos, Assembly's reimagined cloud-based solution. With its premier case management solution, Neos, and the game-changing NeosAI, Assembly Software empowers law firms to exceed expectations and maximize their potential through innovative software solutions.

Assembly's Neos is a cloud-based practice management software with embedded AI that combines customizable workflows, seamless integrations, and powerful analytics. Neos empowers law firms to streamline their operations, enhance productivity, and manage all aspects of their practice. In addition, NeosAI seamlessly integrates within Neos, empowering users to leverage AI capabilities without needing to switch between different platforms

When you join Assembly Software, you’re joining a team that genuinely cares about you, your career, and your excitement about your job. When you work for a tech company in the legal field, there are endless opportunities ripe for disruption, and you’ll be on the forefront of that innovation.  We want you to pursue what drives you and push your boundaries! Assembly Software  is where people come to shake up a historically buttoned-up industry. 

Vision Statement

Assembly's vision is to provide the legal community the best practice management software that enables client advocacy from anywhere at anytime.

Mission Statement

Our mission is to provide intuitive and comprehensive legal practice management solutions enhancing efficiency and profitability for our customers.

Core Values

• We are Accountable: We accept responsibility for our choices and actions.  We value transparency + feedback.
• We Never Stop Learning: We pursue growth + learning.
• We Thrive as a Team: We value others' opinions + work respectfully with one another.
• We are Collaborative Innovators: We are adventurous, creative + open-minded.
• We are Here to Be of Service to our Customer + our Colleagues: No matter our role, we are all here to be of service + add value.
• We have Unyielding Integrity: We do the right thin, even when no one is watching.
• We Embrace Diversity + Inclusion: We are passionate about creating and cultivating an inclusive culture that promotes and values diversity.

You have spent time helping customers work through real problems ��� figuring out what they actually need, making judgment calls, and taking ownership of outcomes. Now it is time to bring that instinct to a product that matters and own it at scale.

We are looking for a Customer Success Specialist who is ready to independently manage the health and engagement of a defined portfolio of Assembly's law firm customers. This is not a task-execution role. It is a judgment role. You will look at what the data tells you, weigh what you know about each firm, and decide how to act -- without someone telling you what to do on every account.

What You'll Do

• Own the health of your customer portfolio -- independently assessing adoption signals, engagement patterns, and risk indicators to determine where to focus, what to do, and when to escalate
• Develop and adjust your engagement approach for each firm based on their size, workflow needs, and adoption stage -- not a one-size-fits-all playbook
• Serve as the primary point of contact for your assigned accounts on adoption and platform strategy questions, resolving what you can independently and making smart decisions about when to bring in additional resources
• Identify when firms need structured training and route those opportunities to the Strategic Account Manager; provide advisory guidance to firm administrators and end users, tailoring your guidance to what each firm actually needs to succeed on workflow optimization and platform best practices
• Identify expansion and referral opportunities through your customer relationships, assess which signals are worth routing to the commercial team, and make a clear recommendation when you do
• Contribute your observations about customer trends, adoption patterns, and retention risks to the broader