Customer Success Manager

About the job About Us

We’re a fast-scaling, founder-led company helping law firms grow with offshore legal talent. We’re lean, driven, and obsessed with excellence—and we’re building something special. Our team is global, but our culture is close-knit, high-trust, and fast-paced.

The Role

We’re hiring a Client Success Manager to own the post-sale client journey—from onboarding to results. Your job is simple: make sure our clients succeed. You’ll be the primary point of contact for law firm leaders, guiding them through onboarding, solving problems, managing expectations, and ensuring they get real, measurable value from our services.

This is not a reactive support role—it’s a proactive leadership role. You’ll be managing relationships, influencing outcomes, and driving long-term retention and expansion. You’ll also work closely with our internal team to surface issues, improve processes, and increase client satisfaction across the board.

If you’re confident with clients, strong on follow-through, and obsessed with delivering results—you’ll thrive here.

What You’ll Do

Own the full client lifecycle from onboarding through ongoing support Build strong relationships with law firm decision-makers Drive usage, engagement, and satisfaction through proactive outreach Identify client goals and ensure our services are aligned to hit them Solve problems quickly and creatively Monitor account health and retention risk—act before issues escalate Communicate client feedback internally to drive service and product improvements Collaborate cross-functionally with recruiting, operations, and leadership Look for opportunities to expand client value and increase account growth

You’ll Thrive Here If You…

Are confident, friendly, and professional with clients Know how to manage expectations and deliver tough messages with grace Are solutions-focused and love removing roadblocks Take complete ownership of outcomes—not just tasks Have strong organizational habits and follow-through Are proactive and emotionally intelligent Think in terms of ROI and client outcomes Love fast-paced, high-growth environments Are tech-savvy and comfortable using tools like Slack, CRMs, trackers, etc.

This Isn’t for You If…

You shy away from responsibility or ambiguity You struggle with follow-up or time management You don’t enjoy client-facing work or managing expectations You’re uncomfortable holding others accountable—clients or team You need constant direction or hand-holding You prefer to observe rather than engage You avoid tough conversations or let problems fester

Requirements

3+ years in client success, account management, or related client-facing roles Strong communication, relationship management, and problem-solving skills Experience working with professional services or B2B clients preferred Legal or staffing industry background is a plus, but not required Experience in fast-paced or remote-first companies is strongly preferred Track record of driving client retention, satisfaction, and expansion

What We Offer

A high-impact, relationship-driven role Full ownership of your client accounts Close collaboration with company leadership Flexible remote work Competitive compensation Paid time off Health & wellness stipend Annual performance-based bonus opportunities Ongoing training and career development