What are the responsibilities and job description for the Customer Success Specialist position at Momus Analytics?
We’re looking for a detail-oriented and proactive Customer Success Specialist to support law firms using our jury selection software. This role bridges product knowledge and client service—helping firms implement the platform, resolve issues quickly, and get measurable value from every feature.
Key Responsibilities
- Serve as the primary point of contact for assigned law-firm clients.
- Deliver value to customers by building trust and maintaining strong relationships.
- Manage onboarding and training for new firms, ensuring smooth adoption of the Momus platform.
- Conduct end-to-end platform training.
- Guide users through product updates, new feature releases, and workflow best practices.
- Troubleshoot client questions related to juror data, seating, voir dire, and other product modules.
- Track client usage and engagement to anticipate needs and prevent churn.
- Identify opportunities to develop new training materials, styles, and mediums to ensure successful customer onboarding, support adoption, and deepen proficiency
- Collect and document client feedback to share with the Product and Operations teams.
- Support marketing and training events (CLEs, webinars, demos) by coordinating logistics and assisting attendees.
- Maintain accurate client records, usage notes, and training documentation.
- Collaborate with the Research Team and Operations to ensure client concierge services and on-site services meet client expectations.
- Conduct juror background research during jury selection
- Adeptly handle initial bug triage and diagnose customer issues and severity – liaison between customers and developers
- Deliver a great experience for customers during all interactions
- Assist with keeping articles in the knowledge base up to date
Ideal Candidate
- Experience in Customer Success, Account Management, or Client Support (SaaS or legal-tech preferred).
- Strong communication and organizational skills; comfortable managing multiple client accounts.
- Confident working with a range of customers – from individual business owners to senior attorneys and firm executives.
- Tech-savvy and quick to learn new software tools.
- Familiarity with law-firm operations or jury selection/litigation workflows is a plus.
- Calm under pressure, solution-oriented, and committed to client satisfaction.
- Thrives in a fast-paced environment.
Location: Miami, FL
What we offer
- Competitive Compensation
- Health Benefits
- Generous paid time off, sick leave, holidays, and parental leave policies, and work remotely when needed
Knowledge of systems is a plus:
- AI tools: ChatGPT, Claude, Gemini, CoPilot, etc.
- Teams
- JIRA
- Confluence