Customer Success Manager (West Region)

About Assembly Software

Assembly Software is the team behind Neos, the case management platform purpose-built for personal injury law firms, with embedded intelligence that already knows your cases. We're trusted by 1,100 firms and 15,000 users nationwide, backed by more than 40 years of experience in PI case management. As a growing SaaS company with a passionate team, we're building software that makes cases easier to manage and outcomes better for the firms and clients who rely on it.

When you join Assembly Software, you're joining a team that genuinely cares about you, your career, and your excitement about your job. When you work for a tech company in the legal field, there are endless opportunities ripe for disruption, and you'll be on the forefront of that innovation. We want you to pursue what drives you and push your boundaries! Assembly Software is where people come to shake up a historically buttoned-up industry.

We don't just sell a product and walk away. We stay. We help our clients build better workflows, train their teams, and actually use the platform they're paying for, and that's what makes our retention numbers something to be proud of.

Vision

Assembly's vision is to provide the legal community the best practice management software that enables client advocacy from anywhere at anytime.

Mission

Our mission is to provide intuitive and comprehensive legal practice management solutions enhancing efficiency and profitability for our customers.

Core Values

• We are Accountable: We accept responsibility for our choices and actions. We value transparency + feedback.
• We Never Stop Learning: We pursue growth + learning.
• We Thrive as a Team: We value others' opinions + work respectfully with one another.
• We are Collaborative Innovators: We are adventurous, creative + open-minded.
• We are Here to Be of Service to our Customer + our Colleagues: No matter our role, we are all here to be of service + add value.
• We have Unyielding Integrity: We do the right thing, even when no one is watching.
• We Embrace Diversity + Inclusion: We are passionate about creating and cultivating an inclusive culture that promotes and values diversity.

About the Role

We're looking for a Customer Success Manager who thrives on making clients genuinely successful, not just satisfied. In our POD model, the CSM has a clear and powerful mandate: own the customer relationship, drive adoption, renew confidently, and generate the kind of qualified leads that only come from deep customer trust. You're freed from deal forecasting and transactional selling. Your job is to make customers love Assembly, and let that speak for itself.

• Own a portfolio of law firm accounts from the moment onboarding ends
• Run proactive outreach, health reviews, and training that keep clients engaged and adopting new features
• Catch usage dips or slipping health scores early and act before they become renewal problems
• Spot expansion or referral signals that only come from trusted relationships and route them to the right team as real, qualified leads

Work Environment

Assembly Software is a fully remote company. We work across time zones and connect through Teams, so you can build your career from wherever you do your best work: home office, favorite coffee shop, or yes, in your PJs if that's your vibe.

Why Assembly Software

Our people. We're a fast-growing SaaS company and the leading provider of case management solutions for personal injury and legal firms. Through our three brands — Neos, Needles, and TrialWorks — we serve over 2,500 law firms and 40,000+ users, the largest user base in the industry. Backed by Ridge Road Partners since 2017, we combine decades of legal tech expertise with a scrappy, entrepreneurial energy. We move fast, we care about the product, and we have fun doing it.

Benefits

• Medical, dental, and vision plans
• Short and long term disability coverage
• Supplemental insurance options
• 401(k)
• Flexible time off
• Paid parental leave
• Employee Assistance Program

We invest in our people because we know our results depend on them. When you do great work here, you'll be recognized and rewarded for it.