Why This Role Matters Clients trust us to help them deliver an excellent first impression—the kind that wins cases and builds long-term relationships. As a Client Success Account Manager, you’ll be at the heart of that mission. You’ll own client relationships, ensure projects stay on track, and guide law firms through the systems and processes that make their business thrive. Core Competencies & Expectations • Strategic Thinking: Ability to connect day-to-day tasks with long-term client outcomes and company goals. • CRM Systems Fluency: Strong working knowledge of CRMs, intake management platforms, and reporting tools (e.g., Lead Docket, Filevine, HubSpot, etc). • Client-Centered Communication: Professional, empathetic, and persuasive communicator, both written and verbal. • Accountability: Reliable follow-through and ownership of commitments; ability to manage competing priorities without losing quality. • Problem Solving: Analytical and resourceful in diagnosing issues and implementing solutions. • Data-Driven Mindset: Comfortable interpreting client data and using it to guide conversations, decisions, and recommendations. • Collaboration: Team-oriented with the ability to influence and align cross-functional colleagues. • Adaptability: Thrives in a dynamic, evolving environment and can balance structure with flexibility. Responsibilities: Client Relationship Ownership • Serve as the primary point of contact for assigned clients, building strong relationships based on trust, accountability, and results. • Conduct discovery and ongoing strategy sessions to understand each client’s goals, challenges, and business priorities. • Anticipate client needs and proactively communicate updates, recommendations, and solutions. • Monitor client satisfaction and retention indicators, addressing risks before they escalate. Strategic Account Management • Translate client goals into actionable roadmaps, linking optimization projects to measurable KPIs such as conversion, lead response times, and intake quality. • Advise clients on intake best practices, workflows, and system adoption to drive performance. • Identify opportunities to expand partnerships by recommending additional services, training, or reporting solutions. Project & Workflow Management • Develop, manage, and track project plans and timelines using ClickUp and other project tools. • Oversee deliverables and ensure that milestones are completed on time and to a high standard. • Collaborate with Implementation Specialists, Coaches, and Quality Control Analysts to align deliverables and client-facing updates. • Ensure that system changes (Lead Docket, Filevine, HubSpot, etc.) are tested, documented, and socialized across teams. Communication & Reporting • Provide clear, professional, and timely communication to both clients and internal teams. • Create and present client-facing reports on performance metrics, quality audits, and ROI. • Develop troubleshooting resources and communication maps to ensure issues are escalated and resolved efficiently. • Align coaching, reporting, and project updates with accurate system data at all times. Problem Solving & Continuous Improvement • Diagnose root causes of client challenges, whether operational, technical, or behavioral, and drive resolution. • Balance short-term fixes with long-term process improvements. • Contribute to the development of playbooks, Guru documentation, and best practices that improve consistency across the department. • Monitor adoption of new processes and ensure client-facing teams are trained and accountable. Collaboration & Team Alignment • Partner with Implementation, Coaching, and Quality Control teams to ensure smooth handoffs and coordinated client experiences. • Act as the client’s advocate internally, while also setting clear expectations with clients about scope and responsibilities. • Participate in internal debriefs, client success strategy meetings, and knowledge-sharing sessions to foster team-wide growth. Qualifications: • 3+ years in client success, account management, or project management (agency, consulting, or legal/tech experience a plus). • Excellent communicator who can simplify the complex, set expectations, and inspire confidence. • Proven ability to manage multiple clients and deadlines at once. • Strong problem-solving skills and comfort working with CRMs and project management tools (ClickUp and/or Lead Docket a plus). • A proactive, data-driven thinker who thrives in a fast-moving, collaborative environment. Compensation: $65,000 - $90,000 yearly

• Client Relationship Ownership • Serve as the primary point of contact for assigned clients, building strong relationships based on trust, accountability, and results. • Conduct discovery and ongoing strategy sessions to understand each client’s goals, challenges, and business priorities. • Anticipate client needs and proactively communicate updates, recommendations, and solutions. • Monitor client satisfaction and retention indicators, addressing risks before they escalate.Strategic Account Management • Translate client goals into actionable roadmaps, linking optimization projects to measurable KPIs such as conversion, lead response times, and intake quality. • Advise clients on intake best practices, workflows, and system adoption to drive performance. • Identify opportunities to expand partnerships by recommending additional services, training, or reporting solutions.Project & Workflow Management • Develop, manage, and track project plans and timelines using ClickUp and other project tools. • Oversee deliverables and ensure that milestones are completed on time and to a high standard. • Collaborate with Implementation Specialists, Coaches, and Quality Control Analysts to align deliverables and client-facing updates. • Ensure that system changes (Lead Docket, Filevine, HubSpot, etc.) are tested, documented, and socialized across teams.Communication & Reporting • Provide clear, professional, and timely communication to both clients and internal teams. • Create and present client-facing reports on performance metrics, quality audits, and ROI. • Develop troubleshooting resources and communication maps to ensure issues are escalated and resolved efficiently. • Align coaching, reporting, and project updates with accurate system data at all times.Problem Solving & Continuous Improvement • Diagnose root causes of client challenges, whether operational, technical, or behavioral, and drive resolution. • Balance short-term fixes with long-term process improvements. • Contribute to the development of playbooks, Guru documentation, and best practices that improve consistency across the department. • Monitor adoption of new processes and ensure client-facing teams are trained and accountable.Collaboration & Team Alignment • Partner with Implementation, Coaching, and Quality Control teams to ensure smooth handoffs and coordinated client experiences. • Act as the client’s advocate internally, while also setting clear expectations with clients about scope and responsibilities. • Participate in internal debriefs, client success strategy meetings, and knowledge-sharing sessions to foster team-wide growth.