Client Success Lead

Modern Family Law

Client Success & Resolution Lead improving client experience and satisfaction at Modern Family Law. Serves as central coordination point for client concerns and operational accountability.

Posted 5/18/2026full-timeRemote • California, Colorado, Texas, Virginia, Washington • 🇺🇸 United StatesSenior💰 $100,000 - $115,000 per yearWebsite

About the role

Key responsibilities & impact

The Client Success & Resolution Lead plays a critical role in advancing Modern Family Law’s mission, vision, and values by improving the overall client experience and strengthening client satisfaction across the firm.
Serve as a strategic operational partner responsible for proactively identifying and addressing client concerns before they escalate into formal disputes or complaints.
Acts as a central point of coordination between clients, attorneys, finance, and operational teams to ensure concerns are handled professionally, consistently, and in alignment with the firm’s standards of service and client care.
Help establish consistent client experience standards, improve operational accountability, and support long-term client trust and retention.
Monitor and identify recurring client concerns, operational friction points, communication breakdowns, and billing-related dissatisfaction.
Develop proactive risk indicators and escalation protocols to identify at-risk client matters early in the process.
Conduct detailed reviews and root cause analysis to determine the underlying drivers of disputes, complaints, or negative client experiences.
Analyze trends across offices, legal teams, billing practices, and operational workflows to identify systemic issues and opportunities for improvement.
Identify recurring themes and provide leadership with actionable recommendations to improve communication standards, service delivery, billing transparency, and operational consistency across the firm.

Requirements

What you’ll need

Advanced Excel and data analysis skills.
Experience with Salesforce, case management, and workflow systems.
Strong financial understanding including retainers, billing structures, collections, and AR impact.
Experience interpreting operational and financial reporting.
Process mapping and root cause analysis capabilities.
Ability to build and maintain KPI dashboards and reporting tools.
High emotional intelligence and professionalism.
Conflict resolution and de-escalation expertise.
Strong communication skills with the ability to work effectively with clients, attorneys, and cross-functional departments.
Strong ownership mentality and accountability.
Critical thinking, sound judgment, and pattern recognition.
Ability to navigate emotionally sensitive situations with composure and professionalism.
Excellent organizational and prioritization skills, with the ability to manage multiple initiatives simultaneously.
Flexibility and ability to respond quickly and positively to shifting demands.
Ability to manage deadlines and shifting priorities in a fast-paced environment.
Bachelor’s degree required in finance, business, communications, operations, or a related field.
MBA, advanced degree, or relevant certifications are preferred.
Certifications in conflict resolution, customer experience, or operations management are a plus.

Benefits

Comp & perks

Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Short Term & Long Term Disability
Training & Development
Eligible for Work From Anywhere after 6 months

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Advanced Exceldata analysisSalesforcecase managementworkflow systemsfinancial reportingprocess mappingroot cause analysisKPI dashboardsbilling structures

Soft Skills

emotional intelligenceconflict resolutionde-escalationcommunication skillsownership mentalityaccountabilitycritical thinkingsound judgmentorganizational skillsflexibility

Certifications

Bachelor’s degreeMBAconflict resolution certificationcustomer experience certificationoperations management certification