Job Overview
Location
Indiana, USA
Job Type
Full-time
Category
Customer Success Manager
Date Posted
March 8, 2026
Full Job Description
đź“‹ Description
- • As a Customer Success Manager (Attorney Liaison) at Trellis, you will be at the forefront of empowering legal professionals with cutting-edge state trial court data and insights. Your primary mission will be to ensure our clients, ranging from individual litigators to large enterprise law firms, derive maximum value from the Trellis platform, fostering deep engagement, driving product adoption, and cultivating long-term loyalty.
- • You will serve as a trusted advisor and primary point of contact for a portfolio of clients, proactively engaging with them to understand their unique legal research needs, workflows, and strategic objectives. This involves building strong, collaborative relationships with key stakeholders, including partners, associates, paralegals, and knowledge management professionals.
- • A significant aspect of your role will involve conducting comprehensive training sessions, both remotely and potentially in-person, to onboard new clients and educate existing users on the advanced features and functionalities of Trellis. You will translate complex data and analytical tools into actionable insights that directly support their litigation strategies and case preparation.
- • You will be instrumental in driving client usage and retention by identifying opportunities for deeper product integration and advocating for Trellis within their organizations. This includes monitoring client health metrics, anticipating potential churn risks, and implementing proactive strategies to mitigate them.
- • You will act as a dedicated resource for research-related questions from our large enterprise clients, leveraging your understanding of the legal industry and Trellis's capabilities to provide timely and accurate assistance. This may involve conducting preliminary research, guiding clients to relevant data points, and helping them interpret complex legal information.
- • You will collaborate closely with the CEO and the broader client success team to share client feedback, identify product enhancement opportunities, and contribute to the continuous improvement of our service offerings. Your insights will be invaluable in shaping the future direction of Trellis.
- • You will play a key role in identifying and nurturing expansion opportunities within existing accounts, such as upselling new features or expanding usage to additional practice groups or offices.
- • You will be responsible for developing and executing success plans tailored to each client's specific goals, ensuring they achieve measurable outcomes through their use of Trellis.
- • You will stay abreast of industry trends, competitive landscapes, and evolving legal research methodologies to provide informed guidance and maintain Trellis's position as a leader in legal tech.
- • This role offers a unique opportunity to be part of a fast-growing legal tech startup, contributing directly to our mission of revolutionizing legal research. You will experience significant career growth potential within an innovative and supportive environment, working alongside a passionate team dedicated to transforming the legal landscape.
- • You will be expected to develop a deep understanding of the Trellis platform's capabilities, including judge bios and analytics, case assessments, litigation insights, daily filings, and customizable alerts, to effectively guide clients.
- • You will champion the voice of the customer internally, providing valuable feedback to product, engineering, and marketing teams to ensure Trellis continues to meet and exceed the evolving needs of the legal community.
- • Success in this role will be measured by key performance indicators such as client retention rates, product adoption metrics, client satisfaction scores, and the successful expansion of client usage.
- • You will contribute to building a strong community of Trellis users, potentially through webinars, user groups, or other engagement initiatives.
- • You will be a proactive problem-solver, adept at navigating challenges and finding creative solutions to ensure client success.
- • You will maintain accurate and up-to-date client records and interaction logs within our CRM system.
- • You will participate in team meetings, sharing best practices and contributing to a collaborative and knowledge-sharing culture.
- • You will be an ambassador for Trellis, embodying our commitment to innovation, client service, and the advancement of legal practice.
- • You will have the opportunity to work directly with legal professionals, understanding their daily challenges and helping them overcome them with data-driven solutions.
- • You will contribute to the overall growth and success of Trellis by ensuring our clients are not just users, but enthusiastic advocates for our platform.
- • You will be empowered to take ownership of your client relationships and drive meaningful outcomes for both the client and Trellis.
- • You will continuously seek opportunities to enhance your own knowledge of legal research, litigation processes, and legal technology trends.
- • You will be a key player in ensuring that our clients achieve an excellent experience with Trellis, from initial onboarding through ongoing usage and support.
- • You will help clients leverage Trellis to gain a competitive edge in their legal practice.
- • You will be a critical link between our clients and our product development, ensuring their needs are reflected in our roadmap.
- • You will foster a culture of success and partnership with our client base.
- • You will be instrumental in demonstrating the ROI of Trellis to our clients.
- • You will contribute to the development of best practices and training materials for customer success.
- • You will be a proactive communicator, keeping clients informed and engaged.
- • You will be a trusted advisor, providing strategic guidance on leveraging legal data.
- • You will help clients navigate the complexities of state trial court data.
- • You will be a champion for client adoption and advocacy.
- • You will contribute to a positive and dynamic work environment.
- • You will be a key part of a mission-driven company.
- • You will help shape the future of legal research.
- • You will be empowered to make a real impact.
- • You will be part of an incredible team.
- • You will have fun while changing the legal landscape.
🎯 Requirements
- • Proven experience in a client-facing role, preferably within the legal industry or legal technology sector.
- • Strong understanding of legal research principles and litigation processes; a J.D. is a significant plus.
- • Excellent communication, interpersonal, and presentation skills, with the ability to effectively engage with legal professionals at all levels.
- • Demonstrated ability to build and maintain strong client relationships, manage expectations, and drive product adoption.
- • Proactive, self-motivated, and results-oriented with a passion for helping clients succeed.
🏖️ Benefits
- • Competitive salary and performance-based bonuses.
- • Comprehensive health, dental, and vision insurance.
- • Generous paid time off and holidays.
- • Opportunity for significant career growth in a fast-paced legal tech startup.
- • Work remotely from anywhere in the US.
- • Collaborative and supportive team environment.
- • Direct impact on the company's growth and success.
- • Opportunity to work closely with the CEO and leadership team.
Skills & Technologies
Onsite
About Trellis
Trellis provides a legal research and analytics platform focused on U.S. state trial courts. It aggregates court filings, motions, rulings, dockets, judge and counsel data, and makes them searchable. Using AI tools, Trellis offers features like case assessment, motion drafting, and legal insights based on historical data and trends. It is meant to help litigators make more informed strategic decisions and improve efficiency in trial-court work.
