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Client Success Manager – Law Firms

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full-time

Posted on:

Location Type: Remote

Location: Arizona • California • United States

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Salary

💰 $80,000 - $100,000 per year

About the role

  • Conduct in-depth needs analysis with law firm clients to understand their specific challenges and objectives
  • Develop customized solutions and workflows that address the unique needs of each client
  • Collaborate with internal teams to ensure seamless client onboarding, lead training sessions, and support successful implementation of customized solutions.
  • Serve as the primary point of contact for clients, providing ongoing support and guidance throughout the engagement
  • Monitor client usage and engagement, identifying opportunities for upselling and cross-selling by partnering with POD teammates to identify and drive revenue growth
  • Work closely with your pod (AE and SDR) to ensure alignment on client priorities and account strategies
  • Act as a liaison between clients and our product and engineering teams to provide feedback and drive product improvements
  • Build and maintain strong relationships with clients, establishing yourself as a trusted advisor and advocate for their needs
  • Track and report on client success metrics, including customer satisfaction, retention, and revenue growth
  • Develop strategic account plans to drive long-term client success and identify growth opportunities
  • Handle client escalations and concerns, negotiating timelines, scope, and expectations as needed

Requirements

  • 5+ years of experience in customer success, account management, or a related client-facing role
  • Strong communication skills, including the ability to engage effectively with C-suite executives
  • Proven ability to develop customized solutions and workflows for enterprise clients
  • Excellent interpersonal and relationship-building skills
  • Strong analytical and problem-solving abilities, with the capacity to quickly resolve client issues
  • Ability to work independently and collaboratively with internal teams
  • Experience with CRM, support, and project management tools, such as HubSpot and Intercom
  • Legal experience is a plus, but not required
  • This position requires the employee to live and work from the West / Mountain region.
  • Candidates must reside in one of the following Mountain/ West Coast locations:
  • Colorado
  • California
  • Arizona
  • Utah
  • Relocation assistance is not available for this position
  • This role requires approximately 25% travel, including regular in-territory visits two weeks each month
Benefits
  • Full time, remote, salary position
  • Medical, dental, vision, disability insurance, and 401k available
  • Flexible time off (paid planned and sick time, and paid holidays)
  • Necessary equipment provided
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementneeds analysiscustomized solutionsworkflowsclient onboardingclient success metricsstrategic account plansproblem-solvingupselling
Soft Skills
communication skillsinterpersonal skillsrelationship-buildinganalytical skillscollaborationindependencenegotiationtrust-buildingclient advocacyengagement