Customer Success Specialist

Position Title: Customer Success Specialist
Location: Remote but only hiring from the following states: Florida,Georgia, Indiana,New Hampshire, North Carolina, Ohio, Pennsylvania, South Carolina, Vermont

Join us at vLex – Redefining Legal Intelligence, Together

We’re excited to welcome a Customer Success Specialist to our global team of thinkers, technologists, and legal trailblazers! This is your opportunity to help shape the future of legal technology and be part of a company that values curiosity, collaboration, and real impact.

About vLex

At vLex, we empower the legal profession with transformative AI and one of the world’s largest collections of legal information—revolutionizing how legal professionals access, analyze, and apply knowledge. Our mission is bold and clear: to make the law more accessible, intelligent, and connected for everyone.

With operations spanning over 20 countries and four core business regions—United States, Europe, Latin America, and Global Markets—we serve a diverse global community of legal professionals, including those in big law, small law, government, and academia.

We’re more than a legal tech company—we’re a movement. Our award-winning platform combines cutting-edge AI, machine learning, and data analytics to surface the most relevant insights, streamline workflows, and support decision-making in fast-paced, high-stakes legal environments.

Our culture is built on values that define how we work and lead: passion, innovation, impact, diversity and inclusion, courage, judgment, integrity, curiosity, and respect. We take pride in fostering a globally distributed, collaborative team that challenges the status quo and brings legal systems closer to the people they’re meant to serve.

About the Role

The Customer Success Specialist will be responsible for building and maintaining strong relationships with our customers, focusing on driving product adoption, engagement, and satisfaction. This individual will work proactively to understand customer needs, provide solutions, and ensure successful implementation of vLex products, particularly Vincent AI. Join us in building the future of legal intelligence—where technology and purpose intersect to create a more just and connected world.

Key Responsibilities

Customer Engagement:

• Conduct proactive outreach to customers to drive product adoption and usage.
• Develop and maintain strong relationships with assigned accounts through regular check-ins and strategic planning.
• Monitor customer health metrics and implement strategies to improve engagement.

Product Support:

• Guide customers through product implementation and onboarding processes.
• Provide ongoing training and education to ensure customers maximize product value.
• Identify and escalate technical issues while serving as the customer advocate.

Account Management:

• Track and analyze customer usage patterns to identify opportunities for expansion.
• Collaborate with sales team on renewal and upsell opportunities.
• Maintain detailed customer records and interaction history in HubSpot.

Process Improvement:

• Document best practices and contribute to the development of customer success playbooks.
• Provide feedback to product and marketing teams based on customer insights.
• Participate in continuous improvement of customer success processes.

Qualifications and Experience

• Bachelor's degree in Business, Communications, or related field.
• 2+ years of experience in customer success, account management, or similar role.
• Proven track record of managing B2C or small business customer relationships.
• Proficiency with HubSpot or similar CRM platforms.
• Strong communication and presentation skills.
• Experience in the legal industry is preferred but not required.
• Demonstrated ability to work independently in a remote environment.
• Excellence in problem-solving and relationship building.

What we offer:

At vLex, we believe people do their best work when they’re healthy, supported, and empowered—both in and out of the workplace. We offer a competitive and thoughtful total rewards package designed to support your wellbeing, growth, and flexibility across every stage of your career.

Comprehensive Benefits

• 100% Medical Premium Coverage for employees and 20% coverage for dependents through CareFirst
• Health Savings Account (HSA) option to support tax-advantaged medical savings
• Dental Plan (with orthodontia) and Vision Plan offered through Guardian
• Employer-paid Basic Term Life and AD&D Insurance
• Short-Term Disability (employer-paid) and Long-Term Disability (employee-paid)
• Critical Illness Coverage (voluntary), offering added protection during serious health events
• Pet Insurance because furry family members matter too
• Spring Health for mental wellness and counseling services
• Global Emergency Assistance program for international travel and critical support when it matters most
• 401(k) Retirement Plan with a Safe Harbor non-elective 3% employer contribution for all eligible employees—no match required

Flexibility & Time Off

• Remote-first culture with the option to work from any of our well-located offices across the globe
• Generous PTO policy, 13 company holidays, and 4 floating days
• Supportive of flexible hours and work-life integration, especially across time zones

Professional & Legal Resources

• Access to R-Legal, our internal platform for legal and professional development content
• Opportunities to work cross-functionally and globally, helping you grow in an international legal tech environment
• A culture of continuous learning, with opportunities to attend industry events, workshops, and internal knowledge-sharing sessions

An important note

Lasting change is always built on diversity. vLex recruits, employs, trains, compensates, and promotes regardless of race, religion, color, national origin, sex, sexual orientation, disability, age, veteran status, ancestry, citizenship, marital status, gender identity, and any other protected status under applicable law.

If you need accommodation at any stage of the process, please let us know in your application. And even if you don’t meet every qualification listed—reach out! You might be a great fit for another role, now or in the future.