Note: The job is a remote job and is open to candidates in USA. Silent Witness is the first AI expert witness platform, providing instant accident reconstruction and biomechanical injury analysis. The Founding Customer Success Representative will build relationships with customers, ensuring product adoption and satisfaction while collaborating with various teams to enhance the platform.
Responsibilities
- Build strong relationships with legal and insurance customers
- Guide customers through onboarding, training, and ongoing use of the AI platform
- Respond to customer inquiries
- Troubleshoot issues
- Proactively monitor accounts to ensure product adoption, satisfaction, and retention
- Gather customer feedback
- Identify patterns in user needs
- Collaborate closely with product, engineering, and operations teams to improve workflows, documentation, and features
- Help develop scalable processes, playbooks, and support resources appropriate for a fast-growing startup environment
Skills
- Customer Service and Customer Support skills to respond to inquiries, resolve issues, and guide users through the platform
- Customer Satisfaction and Customer Experience skills to drive adoption, retention, and positive outcomes for diverse stakeholders
- Strong Communication skills, including clear written and verbal communication with technical and non-technical audiences
- Ability to manage multiple accounts and priorities, with strong organization, follow-through, and attention to detail
- Comfort with data-driven decision-making and using metrics to track customer health, usage, and success
- Self-directed work style, readiness to thrive in an early-stage startup, and openness to evolving responsibilities
- Bachelor's degree or equivalent practical experience in a relevant field such as business, communications, or a related discipline
- Experience in customer-facing roles within SaaS, legal tech, insurance, or related fields
Company Overview