Customer Success Manager, Court Reporting Experience Required

Prevail Legal

Customer Success Manager at Prevail Legal managing law firm relationships and ensuring exceptional onboarding and service experience. Collaborating across teams to uphold quality standards in legal technology.

Posted 5/1/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $65,000 - $70,000 per yearWebsite

About the role

Key responsibilities & impact

Own a portfolio of law firm client relationships, serving as the primary point of contact throughout the client lifecycle
Lead client onboarding, ensuring smooth adoption of Prevail’s platform, workflows, and service standards
Conduct regular business reviews and proactive check-ins to surface needs, address concerns, and identify growth opportunities
Act as a trusted advisor by deeply understanding each client’s litigation support needs and aligning Prevail’s capabilities accordingly
Coordinate deposition session logistics in collaboration with the Operations team, ensuring all resources are confirmed and coverage is airtight
Monitor session delivery in real time; escalate and resolve issues related to court reporters, videographers, interpreters, and support
Step in as needed to assign resources, confirm coverage, or resolve job-related conflicts to protect client experience
Oversee post-session processes, including transcript delivery, quality review, and follow-up communications
Partner with Operations, Sales, and the Transcript/Certification teams to ensure seamless coordination across the client journey
Surface client feedback and recurring issues to internal stakeholders, advocating for product and process improvements
Collaborate with the Dev team to communicate client-facing feature requests and platform updates
Maintain accurate client data and session records within Prevail’s case management and CRM systems
Uphold and enforce Prevail’s quality standards for all service partners including court reporters, videographers, and interpreters
Identify performance trends and escalate service partner concerns through the appropriate channels
Ensure compliance with client-specific preferences, transcript formatting standards, and SLA commitments

Requirements

What you’ll need

3+ years of experience in customer success, account management, or client services — preferably in legal, court reporting, or litigation support
Demonstrated ability to manage multiple client relationships simultaneously in a fast-paced, deadline-driven environment
Strong written and verbal communication skills with a professional, client-first presence
Proven track record of problem-solving under pressure and resolving operational issues quickly and effectively
Comfort working across cross-functional teams including Operations, Sales, and Development
Preferred: Experience with legal technology platforms, deposition management systems, and court reporting operations
Preferred: Familiarity with litigation support workflows including resources allocation and assignment, transcript certification, videography, and remote deposition technology
Preferred: Exposure to tools such as Reporter Base, CRM platforms, or case management software
Preferred: Bilingual candidates are a plus

Benefits

Comp & perks

Comprehensive benefits plan including medical, dental, vision, 401(k), life insurance, and short-term disability
Five weeks of PTO, all Federal Holidays, and Parental Leave
Generous continued education allowance
Employee stock option plan
Remote-first environment
Open, diverse, and respectful working culture

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementclient servicesproblem-solvingtranscript certificationvideographyremote deposition technologyresource allocationdeposition management systemslegal technology platforms

Soft Skills

communication skillsclient-first presenceability to manage multiple relationshipsproblem-solving under pressurecollaborationadvocacy for improvementsorganizational skillsattention to detailproactive check-instrust advisor