We are seeking a Customer Success Specialist who will work closely with prospective and existing customers throughout their journey with MATTEROOM.
This role combines customer onboarding, account management, product demonstrations, lead follow-up, and business development activities. You will help customers achieve success while also contributing to company growth through sales opportunities and customer expansion.
This is an excellent opportunity for someone who enjoys working directly with customers and wants to develop skills in customer success, sales, and leadership.
Role Description
MATTEROOM is a growing LegalTech company helping law firms modernize timekeeping, billing compliance, and financial operations through AI-powered solutions including MIRA and KOMOKU.
Our customers range from midsize firms to Am Law firms across North America. We are looking for customer-focused professionals who are passionate about helping customers succeed and identifying opportunities to grow business relationships.
Send your resume to hr@matteroom.com to apply.
Interested?
Key Responsibilities
Customer Success
Lead customer onboarding and implementation activities.
Conduct customer training sessions and product demonstrations.
Serve as a trusted advisor and primary point of contact for customers.
Monitor customer adoption and engagement.
Ensure customers achieve successful outcomes with Matteroom solutions.
Coordinate with technical teams to resolve customer issues.
Build long-term customer relationships and maintain high satisfaction levels.
Support customer renewals and account growth initiatives.
Sales & Lead Development
Follow up promptly on inbound marketing and sales leads.
Schedule and conduct discovery calls and product demonstrations.
Identify customer needs and recommend appropriate solutions.
Maintain accurate lead and opportunity records in CRM systems.
Assist in preparing proposals and follow-up communications.
Work closely with leadership to advance sales opportunities.
Help convert qualified prospects into paying customers.
Support cross-sell and upsell opportunities within existing accounts.
Operations
Maintain customer records and implementation documentation.
Track onboarding progress and customer health metrics.
Contribute to improving customer success processes and SOPs.
Assist with customer communications, webinars, and events.
Qualifications
Required
2+ years of experience in Customer Success, Account Management, Sales, Business Development, or related roles.
Excellent communication and presentation skills.
Strong organizational and time management abilities.
Ability to manage multiple customer engagements simultaneously.
Self-motivated and results-driven.
Comfortable learning new software and technologies.
Professional and customer-centric attitude.
Preferred
Experience in SaaS software companies.
Experience working with law firms or professional services organizations.
Familiarity with CRM systems such as HubSpot or Salesforce.
Experience conducting software demonstrations.
Background in LegalTech, finance, accounting, or professional services.
Compensation
Competitive base salary.
Performance-based bonuses.
Attractive commission structure for closed opportunities and account growth.
Additional incentives tied to customer retention and expansion.
What Success Looks Like
Within your first year, you will:
Successfully onboard new customers.
Consistently maintain high customer satisfaction ratings.
Conduct effective product demonstrations.
Generate and convert qualified sales opportunities.
Build trusted relationships with customers.
Contribute directly to recurring revenue growth.
Career Growth Opportunity
MATTEROOM is committed to promoting from within. As the company grows, exceptional team members will have opportunities to advance into leadership positions.
High-performing individuals who demonstrate strong customer ownership, sales success, leadership potential, and operational excellence may be promoted into roles such as:
Senior Customer Success Specialist
Customer Success Team Lead
Outstanding performers will be given the opportunity to build and lead future customer success teams as MATTEROOM continues to scale.
Why Join MATTEROOM
Work directly with company leadership.
Make a measurable impact on company growth.
Receive uncapped earning potential through commissions.
Gain exposure to cutting-edge AI and LegalTech solutions.
Clear path to management and leadership roles.
Flexible, fast-paced, and entrepreneurial work environment.
If you enjoy helping customers succeed, building relationships, conducting demos, and closing business, we'd love to hear from you.