Client Success Manager - Law Firms

We're Proof, a high-growth startup in the legal tech industry, offering a best-in-class legal services platform used by thousands of law firms and property management companies. Our platform enables law firms and collections parties to access efficient, transparent, and accessible legal and document delivery services, traditionally out of reach. We are on a path to double our business this year and are building a team to help us scale rapidly.

We welcome individuals from all backgrounds who are eager to help build a future where legal services are readily accessible, affordable, and efficient. If you have curiosity, passion, and a collaborative spirit to drive change in an outdated industry, we want you on our team.

About the Role:

We are seeking a motivated and experienced Client Success Manager (CSM) to join our team. The CSM will serve as the primary point of contact for our law firm clients, driving success through needs analysis, tailored solutions, and exceptional client support. While legal experience is a plus, it is not required. The ideal candidate will also have the ability to effectively communicate with C-suite executives and senior leadership.

Responsibilities:

• 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 skillsStrong 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
• Preference given to those in Eastern time zone

Compensation

• Salary range $80,000 - $100,000 based on experience and location
• Eligible for bonus structure and additional compensation based on performance

Benefits

• Full time, remote, salary position
• Medical, dental, vision, disability insurance, and 401k available
• Phone and Internet monthly stipend
• Flexible time off (paid planned and sick time, and paid holidays)
• Necessary equipment provided

E-Verify

This company participates in E-Verify, for more information view the Participation and Right to Work Posters.