Customer Success Manager

ECFX

Customer Success Manager responsible for overseeing client relationships and successful product utilization at ECFX. Focused on proactive support and driving customer satisfaction.

Posted 5/4/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Proactively monitor clients’ court notice processing queues to identify, assess, and resolve errors
Build and maintain strong, long-term client relationships as an extension of their team
Drive continuous improvement by identifying process gaps, standardizing best practices, and improving operational efficiency
Develop deep expertise in ECFX products to deliver effective technical support and guidance
Assist with onboarding and implementation of new clients, particularly on technical configuration and setup
Partner with internal teams to escalate and resolve product issues efficiently
Plan and deliver client training to drive adoption and self-sufficiency
Communicate clearly with clients regarding system performance, issues, and resolutions
Support ongoing client success by identifying opportunities to improve usage and outcomes

Requirements

What you’ll need

Bachelor’s degree in Business, Information Technology, or a related field (advanced degree a plus)
2+ years of successful docketing or legal software support experience preferred
Working knowledge of the legal technology ecosystem; familiarity with docketing and document management systems (DMS) preferred
Strong client-facing communication skills with the ability to build trust across technical and non-technical stakeholders
Demonstrated ability to lead cross-functional teams and manage multiple concurrent projects
Excellent requirements-gathering and analytical skills—able to turn complex needs into clear plans, milestones, and action items
Highly organized and detail-oriented, with strong documentation habits
Comfortable operating in fast-paced, evolving environments; proactive problem-solver with sound judgment
Customer-first mindset and a track record of delivering high-quality client experience
Experience with project tools (e.g., Jira, Smartsheet), documentation tools (e.g., Confluence), and CRM platforms (Hubspot) preferred

Benefits

Comp & perks

- Remote Flexibility: A fully remote role accommodating every US time zone, Hawaii included.
- Work-Life Harmony: Embrace flexibility with our supportive approach to working hours.
- Comprehensive Coverage: Enjoy a suite of insurance options covering health, dental, vision, and life.
- Discretionary Time Off: We recognize the importance of maintaining a healthy work-life balance. Our innovative approach to time off includes a discretionary time off (DTO) policy. This means that, in addition to scheduled vacations and holidays, employees can take unplanned time off when needed, subject to supervisor approval. We understand that life happens and trust our team to manage their time effectively.
- Employee Stock Options/401K: Opportunity to participate in the company stock option and 401K plan
- Join the ECFX family to be at the forefront of legal industry innovation. Here, we're not just creating software but laying the tracks for a more streamlined, accessible legal framework.

ATS Keywords

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Hard Skills & Tools

docketinglegal software supporttechnical configurationrequirements-gatheringanalytical skillsprocess improvementoperational efficiencyclient trainingtechnical supportdocument management systems

Soft Skills

client-facing communicationtrust buildingcross-functional team leadershipproject managementorganizational skillsdetail-orientedproactive problem-solvingcustomer-first mindsetsound judgmentdocumentation habits

Certifications

Bachelor’s degree in BusinessBachelor’s degree in Information Technologyrelated field degree