Remote Customer Success & Implementation Specialist

Nerdbug is seeking a Customer Success & Implementation Specialist to guide customers through onboarding, product adoption, and implementation while ensuring they understand the platform and achieve meaningful value from it.

Manage customer onboarding from initial engagement through go-live and product adoption.

Conduct product demonstrations and training sessions for lawyers and law firms.

Understand customer requirements and translate them into effective product usage.

Provide first-line customer support, troubleshoot issues, and escalate technical problems when necessary.

Coordinate approved data migration and multi-user implementations.

Monitor customer adoption, conduct regular health checks, and identify potential risks.

Gather customer feedback and communicate actionable insights to Product and Operations teams.

Test new product releases from the customer's perspective and verify resolved issues.

Identify potential renewal and expansion opportunities and refer them to the Sales team.

Maintain accurate customer records, interactions, and follow-ups using HubSpot.

3–5 years of experience in Customer Success, SaaS, Implementation, Onboarding, or Product Support.

Proven ability to independently onboard business customers.

Excellent communication, presentation, and training skills.

Strong troubleshooting, organizational, and follow-up abilities.

Ability to work effectively with multiple stakeholders and decision-makers.

Customer-focused, proactive, and highly accountable.

Good judgment when handling sensitive customer information.

Willingness to attend occasional approved client meetings or training sessions.

Experience with legal technology, professional-services software, HubSpot, data migration, or customer-focused user acceptance testing is an added advantage.

A law degree is not required.

Key Performance Expectations

Customers are onboarded efficiently and successfully.

Users understand and effectively adopt the product.

Customer issues are resolved promptly.

Product usage and adoption continue to grow.

Valuable customer feedback is communicated to the relevant teams.

*Interested and qualified candidates should send their CV

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