Customer Success Specialist
About the role
Customer success representative role focusing on owning the end-to-end customer journey from onboarding to support, account management, and referral expansion for hundreds of customers at a YC-backed legal tech startup.
Responsibilities
- Guide customers through onboarding and help them quickly build confidence using the platform
- Help customers navigate questions, resolve issues, and get clear answers quickly over phone and email
- Talk to customers constantly. Understand what’s working, what’s confusing, what’s breaking trust, and what would make DraftTheRecord indispensable.
- Write support documentation, make videos, and create AI email automations to reduce repeat questions, scale support, and handle more accounts at the same time.
- As you gain experience with our customers, product, and industry, within 6-18 months this role can grow into a Customer Success Manager, Enterprise Account Executive, or Operations Manager position.
Qualifications
- LOVE HELPING PEOPLE AND TALKING TO PEOPLE. You care deeply about customers and take pride in making complex situations feel clear and manageable.
- You stay organized when several customer issues are moving at once and follow through until each issue is resolved.
- You know when to solve independently, when to escalate, and how to keep customers informed along the way.
- You look for repeatable fixes, not just one-off answers, and enjoy turning customer questions into better systems and documentation
Skills
About Draft The Record
AI For Litigation
We are on a mission to provide faster and affordable access to the justice system - starting with depositions and trials. 1000s of depositions and trials run through DraftTheRecord every week including Senate and House meetings, Confidential federal hearings, criminal proceedings like murder trials, and civil lawsuits involving family disputes, personal injury and much more. During legal proceedings, • DraftTheRecord provides real time assistance to attorneys, previously requiring a legal team. The platform then helps analyze depositions and other evidence cutting down trial prep time from weeks to days. • Court reporters use DraftTheRecord to capture audio and generate live transcript drafts for attorneys and judges. • Transcribers use our legal-specific AI transcription model to cut transcription time by 3x.