---
title: 'Customer Success Specialist at Lawmatics'
canonical: 'https://feeny.ai/job/customer-success-specialist-lawmatics-san-diego-045nvn25qxdy'
type: 'job'
last_seen: '2026-10-19'
---

# Customer Success Specialist at Lawmatics

- **Company:** Lawmatics
- **Location:** San Diego, CA
- **Compensation:** $25–$30/hr
- **Work type:** hybrid
- **Posted:** 2026-09-23
- **Last confirmed live:** 2026-10-19
- **Apply:** https://job-boards.greenhouse.io/lawmatics/jobs/4728978005

## Job description

## The Role

Lawmatics is hiring a Customer Success Specialist in San Diego, CA to support our growing customer base. This role goes beyond troubleshooting technical issues across our client intake, CRM, and marketing automation platform. You'll also teach customers how to use the platform, understand what they're trying to accomplish, and recommend creative solutions that fit their needs.

Our platform is complex and constantly evolving, so we need someone who can think logically, work independently, and approach problems creatively. The answer may not always be obvious, and you'll need to investigate, connect the dots, and use good judgment to determine the best path forward. You'll also work closely with our Engineering, Product, and Account Management teams when additional support is needed.

We're looking for someone who can manage a busy queue, communicate clearly, and take ownership of an issue through resolution. You'll be a primary point of contact for our customers, so strong judgment, follow-through, and problem-solving skills are essential.

- Schedule: Monday–Friday, 8:00 AM–5:00 PM PT
- Hybrid, with Monday through Wednesday in our San Diego office and Thursday and Friday remote.

## What You’ll Do

- Become a Lawmatics platform superuser, mastering all aspects of the platform.
- Participate in a comprehensive training program to get up-to-speed on our software solution.
- Educate customers on platform capabilities and best practices, tailoring recommendations to their specific goals and workflows.
- Provide delightful customer experiences and timely response to customer support inquiries via phone, email, and video conferencing.
- Investigate complex, ambiguous issues, connecting the dots across systems and using sound judgment to determine the best path forward.
- Collaborate closely with Engineering, Product, and Account Management to manage the support queue, mitigate risk, and reduce churn.
- Assist in building out help articles, training videos and new programs, as well as ensure details are accurate and up-to-date.
- Understand product roadmap of future updates to better handle customer requests.
- Provide feedback to the Product team based on client interactions and feedback.
- Test new features and functionality to confirm it's ready to be released to the customer base.
- Host or support live office hour sessions to provide real-time platform guidance.
- Document and escalate technical issues to Engineering with clear reproduction steps and supporting evidence.
- Assist customers with billing, invoicing, and payment processing questions.
- Guide customers through the setup and configuration of new features to ensure successful adoption.
- Provide guidance on how Lawmatics connects with third-party tools (e.g., payment processors, Zapier), while directing complex third-party issues to the appropriate provider.

## What You'll Bring

- 1+ years of experience in a customer success or service environment responding to customer requests via phone, email, and in-app messages.
- Excellent written/oral communication and interpersonal skills. You can craft grammatically impeccable emails and are articulate on the phone.
- Ability to explain technical concepts in clear, approachable terms for a non-technical audience.
- Comfortable learning and navigating a wide range of internal tools and platforms (CRM, billing, ticketing, AI-assisted workflows, and more) as the tech stack evolves.
- A curious mindset with a keen interest to deeply understand core efficiencies and obstacles facing the client.
- An aptitude for learning new products, processes, and systems.
- Sound judgment and the confidence to investigate and problem-solve, even without a clear answer up front
- Organizational management skills in setting priorities, adherence to scheduled activities, and timely responses to customers.
- Strong technical troubleshooting skills, perseverance, and patience.
- Out-of-the-box problem-solving skills and creative thinking to bring issues to resolution, including discovering workarounds using available resources.
- Comfortable working cross-functionally with Engineering, Product, and Account Management to resolve customer needs.
- An optimistic personality with the ability to build strong relationships quickly.
- A team player mindset ready to contribute ideas to improve processes.
- The ability to thrive in a fast-paced, collaborative environment and work independently as a strong self-starter.

Hourly Rate $25—$30 USD

## About Lawmatics

Lawmatics is the #1 CRM for law firms, supporting the entire client journey from first contact to trusted partnership. Firms use Lawmatics to streamline intake, automate tasks, run marketing campaigns, manage referrals, and track growth — all in one AI-powered platform that keeps business moving forward. To learn more, visit [Lawmatics.com](http://Lawmatics.com).

As an equal opportunity employer, we are proud to celebrate diversity and champion an inclusive workplace. No matter who you are, where you're from, who you love, how you think, or what you believe, all are encouraged to apply.

## About Lawmatics

## Company Overview
- **One-liner**: Lawmatics provides an all-in-one AI-powered client relationship management (CRM) and client intake platform specifically designed for law firms.
- **Entity Type**: Private (Series A-II; total raised $17.5M)
- **Headquarters**: La Jolla, California, United States
- **Founded**: 2017
- **Founders**: Matt Spiegel (CEO; previously founded MyCase and ExpoGuru)

## Core Business
- **Primary industry/industries**: Legal technology (LegalTech), Legal CRM, Client Intake Automation
- **Target customers**: B2B – law firms of all sizes (solo practitioners to mid-size and large firms)
- **Mission or purpose**: To revolutionize how law firms grow by automating client intake, marketing, and relationship management so attorneys can focus on serving clients.

## Products & Services
- **Client Intake Software**: Customizable intake forms with automated lead qualification, follow-ups, and scheduling. Includes QualifyAI for agentic lead scoring and prioritization.
- **Legal CRM**: Centralized client relationship management with audience segmentation, automated reminders, and full timeline of every interaction.
- **Marketing Automation**: Create and send newsletters, track campaign ROI, and manage referrals.
- **E-Signature Tool**: Native e-signature for finalizing agreements within the platform.
- **Legal Data Analytics**: Visual dashboards for funnel visibility, staff efficiency, and marketing performance.
- **EngageAI**: AI-powered outreach agents that respond to prospects via email, phone, text, and chat (announced March 2026).
- **MerlinAI**: In-platform copilot that lets users build automations, generate reports, and surface insights via natural language prompts.
- **Integrations**: Connects with calendar tools, virtual receptionists, and practice management platforms (e.g., Filevine, SmartAdvocate).

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed
- **Key Metric**: Total Funding – $17.5M (Series A-II, last raised ~3 years ago)
- **Notable Investors/Partners**: Eniac Ventures, Revel Partners, Forefront Venture Partners, Bridge Investments, The LegalTech Fund, and five other investors. Partnerships with Filevine and SmartAdvocate.
- **Growth Signals**: 
  - Ranked #11 on G2’s 2026 Best Software Awards for Best Legal Software
  - Launched AI suite (QualifyAI, EngageAI, MerlinAI) in March 2026, with QualifyAI winning an Excellence in AI Award
  - Multiple integration partnerships announced in early 2026 (Filevine, SmartAdvocate)

## Competitive Advantages
- All-in-one platform purpose-built for law firms, combining intake, CRM, marketing, e-signature, and analytics — eliminating the need for multiple disjointed tools.
- Native AI features (QualifyAI, EngageAI, MerlinAI) that are deeply embedded in the workflow, giving firms automation without third-party add-ons.
- Founder Matt Spiegel has deep domain experience (founder of MyCase, a leading legal practice management platform).

## Strategic Focus
- **AI-driven automation**: Expanding agentic and generative AI capabilities to handle lead qualification, outreach, and operations.
- **Integration ecosystem**: Deepening connections with major legal practice management software to streamline intake-to-case workflows.
- **Scalability for SMB firms**: Continuing to serve small and midsize law firms that need capacity without adding headcount.

## Why Work Here
- **Culture values**: "Passion, Innovation, Community, Customer Championship" — driven, collaborative, and inclusive environment where diversity is celebrated.
- **Perks**: Flexible paid time off, top-tier medical/dental/vision, company 401k plan, Apple equipment and best-in-class software, regular company outings and events.
- **Work policy**: Hybrid and remote-friendly office based in San Diego, CA (La Jolla).
- **Growth**: Join a funded, fast-growing LegalTech company with a clear product roadmap and strong market recognition.

## Sources
1. [Careers page – Lawmatics](https://www.lawmatics.com/careers)
2. [About Us – Lawmatics](https://www.lawmatics.com/about-us)
3. [Homepage – Lawmatics](https://www.lawmatics.com/)
4. [Greenhouse jobs page](https://job-boards.greenhouse.io/lawmatics)
5. [CB Insights company profile](https://www.cbinsights.com/company/lawmatics)

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