Job Description

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 CS and Product conversation

What You Bring

• 1+ year of customer-facing experience in B2B software, with a demonstrated ability to assess complex customer situations and make independent decisions about how to respond
• Strong analytical instincts -- you look at customer behavior data and know what it is telling you
• Clear, confident communication skills and the ability to advise customers on how to get more value from a product, not just answer their questions
• A self-directed work style -- you set your own priorities, manage your own workload, and do not need daily direction to stay on track
• Comfortable working independently in a fully remote environment
• Bonus: experience with Assembly's Neos platform or a background in legal technology

What We Offer

• Fully remote work with a supportive, client-obsessed team culture
• Comprehensive benefits package including medical, dental, vision, and 401(k)
• Provides a clear development path toward a Customer Success Manager role for those who demonstrate the drive and capability to grow
• A client base that genuinely relies on the product and wants to succeed with it

When you’re considering a new job, it’s normal to have a ton of questions. Here are a few things we get asked all of the time:

I am tired of the daily grind of a commute, where are you located?

With the exception of an occasional visit to our Miami, FL office, we rely on Teams and Zoom for virtual video meetings, so when you work at Assembly, you get to work in the comfort of your own home in your PJs if you’d like!

What makes Assembly Software so special?

The people are the heart of our organization! Our passion for our products and our entrepreneurial spirit creates an energetic and fun work culture. Assembly Software is a SaaS organization and the leading provider of case management solutions and through our three brands, Neos, Needles, and TrialWorks, we have a rich multi-decade history.

Today we have assembled the largest user base in the industry, with over 2,500 law firm customers and more than 40,000 users. In 2017, the business was acquired by Ridge Road Partners – a group of long-term focused, business builders – who are transforming the business into a dynamic, fast-growth enterprise. Additionally, Assembly Software offers a competitive compensation package with uncapped commissions for our Account Executives, and built-in accelerators.

What are the benefits like?

Competitive! You will be able to elect from competitive health, dental, and vision benefit plans in addition to short and long term disability, and other supplemental insurance options. We also offer 401k, flexible time off, paid parental leave, and an employee assistance program. We value our employees and reward and recognize your contributions.

Assembly Software provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.