---
title: 'Customer Onboarding Specialist - MerusCase at Paradigm'
canonical: 'https://feeny.ai/job/customer-onboarding-specialist-meruscase-paradigm-united-states-pst4s0jd09gt'
type: 'job'
last_seen: '2026-09-10'
---

# Customer Onboarding Specialist - MerusCase at Paradigm

- **Company:** Paradigm
- **Location:** United States
- **Work type:** remote
- **Posted:** 2024-09-17
- **Last confirmed live:** 2026-09-10
- **Apply:** https://job-boards.greenhouse.io/joinparadigm/jobs/4473586005

## Job description

## About Paradigm

Paradigm offers a suite of legal practice software solutions that help lawyers manage, automate, and grow their firms. More than 50,000 lawyers across 170 countries use our products to shift the paradigm of how they practice law. With four world-class all-in-one legal practice management platforms - PracticePanther, Bill4Time, MerusCase, and LollyLaw - in addition to payments and accounting solutions powered by Headnote and TrustBooks, Paradigm empowers lawyers across the spectrum of practice area, geography, and business needs. At Paradigm, we are fast-paced, ambitious, and unified by a common vision to build the best legal technology products in the world.

What is the role?

As an entry-level Customer Onboarding Specialist with one of our leading products, MerusCase, you will be responsible for providing exceptional onboarding and customer experience through our customers’ lifecycles. We are looking for a candidate who can maintain strong client relationships while operating in a nimble, fast-moving environment. The ideal candidate will be able to communicate with customers professionally, train customers on the software, resolve inquiries in a timely manner, be the voice of customers, and mitigate technical requests.

In this role, you will:

- Become a MerusCase expert and offer personalized service to show the value of the product for long-term use with your portfolio of clients.
- Onboard & train customers on how to best utilize the software and consult clients on how the system can be used to increase efficiency in their day-to-day.
- Be responsible for the management of a portfolio of clients to foster long-term business relationships.
- Respond to high level customer inquiries as quickly and accurately as possible via email or phone.
- Work collaboratively with other departments to resolve issues and deliver a great customer experience.
- Work collaboratively with Customer Support to flag, escalate, and resolve requests from accounts.
- Work collaboratively with Sales to ensure a smooth client transition and onboarding process.
- Collect and manage product feedback from clients to share with our product team and participate in conversations advocating for an improved client experience.
- Improve client satisfaction and retention.
- Drive product adoption, share best practices, implement growth, and optimize strategies to drive maximum value and success with new and existing customers.
- Perform other duties as assigned.

## Qualifications

- 1-3 years of experience in a customer support, onboarding, or similar role, ideally in a SaaS environment
- Project management skills
- Experience leading initiatives and succeeding in a team environment
- High-growth or early-stage startup experience is preferred
- Knowledge in the legal industry advantageous

Who is the ideal candidate?

- Must be patient, empathetic, and have great communication skills
- Self-started and resourceful
- Data driven
- Strong interpersonal skills to work collaboratively with different departments
- Comfortable with technology and learning new software
- Ability to handle escalated customer issues
- Self-motivated, diligent, and can inspire others
- Excellent verbal and written communication skills
- Organized, detail oriented, and able to manage multiple tasks
- Must be personable and enjoy working in a client-facing role
- Able to discuss technically detailed processes and integrations with customers who are both tech-savvy and non-technical

## Benefits/Perks

- Competitive salary
- Paid vacation + sick and parental leave
- Remote working flexibility
- Budget for home office improvements
- Company culture that encourages work / life balance
- 100% paid PPO medical, vision, and dental insurance, 401k matching, equity grants
- Bi-annual company retreats and many other fun activities to bring our team together as often as possible!

## About Paradigm

## Company Overview
- **One-liner**: Paradigm provides a suite of modern practice management, payment, and accounting software designed to help law firms automate, manage, and grow their practices.
- **Entity Type**: Private (backed by Francisco Partners; growth equity round in October 2021)
- **Headquarters**: New York, United States
- **Founded**: 2019 (formed through the merger of Bill4Time and PracticePanther; founding roots trace to 2006 and 2012)
- **Founders**: Not publicly disclosed (the company was created by combining Bill4Time, PracticePanther, MerusCase, and later acquisitions)

## Core Business
- **Primary industry**: Legal technology (legal practice management, payments, and accounting)
- **Target customers**: B2B – law firms of all sizes, from solo practitioners to large firms, across multiple practice areas and geographies
- **Mission or purpose statement**: To build the best legal technology products in the world by delivering intuitive, innovative tools that shift the paradigm of how lawyers practice law.

## Products & Services
- **PracticePanther**: All-in-one legal practice management platform (SaaS) – case management, billing, calendaring, document management, client portal.
- **Bill4Time**: Cloud-based time tracking, billing, and practice management software (SaaS) – designed for lawyers and professionals who bill by the hour.
- **MerusCase**: Cloud-based legal practice management platform (SaaS) – built for small to mid-sized law firms with a focus on customization and workflow automation.
- **LollyLaw**: Legal practice management and immigration case management software (SaaS) – specialized for immigration law firms.
- **ParadigmPayments** (powered by Headnote): Integrated payment processing and automated accounts receivable solution (SaaS/Payments).
- **ParadigmAccounting** (powered by TrustBooks): Legal-specific trust accounting and bookkeeping software (SaaS).

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed
- **Key Metric**: Annual revenue estimated at USD 10 million (source: LinkedIn); serves over 40,000 customers across 170 countries.
- **Notable Investors/Partners**: Francisco Partners (lead investor in 2021 round)
- **Growth Signals**: Acquired LollyLaw (2022), TrustBooks (2022), and Headnote (2020) to expand product portfolio; 100+ employees; certified as a Great Place to Work in 2021; sold in over 170 countries.

## Competitive Advantages
- **Integrated ecosystem**: A single vendor offering practice management, billing, payments, and trust accounting – reducing the need for multiple software subscriptions.
- **Depth of experience**: Combines 40+ years of collective industry expertise across its portfolio brands.
- **Customization and specialization**: Platforms tailored to different practice areas (e.g., LollyLaw for immigration, MerusCase for customizable workflows) while sharing a common infrastructure.
- **Customer base**: Over 40,000 law firms, creating a strong network effect and deep understanding of lawyer workflows.

## Strategic Focus
- **Product expansion**: Continue integrating and enhancing the product suite (practice management, payments, accounting) to offer a complete end-to-end legal technology stack.
- **Growth through acquisition**: Pursuing strategic acquisitions of complementary legal software products to broaden the portfolio.
- **Customer-centric innovation**: Building features based on direct customer needs and rapidly testing new ideas across the portfolio.

## Why Work Here
- **Culture**: Emphasized as a “people-first business” with values like “act like owners”, “bias for action”, and “passionate about learning and growth”. Certified as a Great Place to Work.
- **Work flexibility**: Remote-friendly and fully virtual environment as of the latest employee reviews (Glassdoor). Locations across the US.
- **Benefits**: Comprehensive health plans with no monthly premiums, 401k match, generous parental leave (12 weeks fully paid), 3 weeks PTO plus sick leave and holidays, paid volunteer time.
- **Diversity & inclusion**: Celebration of diverse backgrounds and perspectives (“Diversity is in our DNA”).
- **Team**: Small but collaborative teams where individuals can make a significant impact (“sit in the driver’s seat”); mentorship and inclusive team building.

## Sources
1. [joinparadigm.com](https://joinparadigm.com/)
2. [joinparadigm.com/about-us](https://joinparadigm.com/about-us/)
3. [joinparadigm.com/careers](https://joinparadigm.com/careers/)
4. [greenhouse.io](http://job-boards.greenhouse.io/joinparadigm?gh_src=eb1ab1045us)
5. [linkedin.com](https://www.linkedin.com/company/joinparadigm)

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