[Hiring] Client Success Specialist @Legal Intake Pros

Role Description

The Client Success Associate (CSA) serves as the operational backbone of the Client Success team. You will own the day-to-day operational relationship for a portfolio of law firm clients.

• Own the recurring cycle for your accounts: written client updates, task management, internal team debriefs, and standard reporting.
• Prepare agendas, KPI packets, and briefing materials before client meetings, and convert what was decided into assigned, dated work afterward.
• Own client reporting end to end: build the reports, present them to firm leadership, and walk them through what the numbers show and what to do about it.
• Run client training sessions on reporting, systems, and process, both scheduled and on the spot when a question comes up in a meeting.
• Build and maintain account plans that connect what the client wants to what we are actually doing about it.
• Read intake performance data and explain what it means, not just what it says.
• Run internal check-ins with the coach and specialist assigned to your accounts, and hold delivery timelines through documented follow-up.
• Keep ClickUp and HubSpot accurate to our standards.
• Surface risk before the client has to raise it.

Over time, you become the person firm leadership calls when they want a straight read on how intake is performing and what to do about it.

Qualifications

• Two or more years in client success, account management, sales enablement, revenue operations, legal operations, or intake operations.
• Comfortable explaining something live and unrehearsed in front of business owners.
• Proven ability to run multiple accounts or projects at once without letting things slip.
• Working experience with a CRM and a project management tool; HubSpot and ClickUp are a plus.
• Comfort with performance dashboards and metrics.
• Strong written and spoken English; you will be writing to attorneys and firm owners daily.
• Experience in a law firm, legal department, or legal services company preferred.
• Familiarity with Lead Docket, Filevine, and other case management systems is a plus.
• Bachelor's degree or equivalent experience.
• Remote Work Requirements: Must work remotely with a workspace at home, be responsive in Slack, ClickUp, and Email, have a clear camera for virtual meetings, and be punctual and detail-oriented.

Requirements

• Education: A bachelor’s degree in information technology, business administration, or a related field, is preferred.
• Certifications: Relevant certifications in document control, data management, or CRM systems are a plus.
• Experience: Previous experience in a similar role, particularly with document control and technical support.
• Technical Skills: Proficiency in electronic signature software (e.g., DocuSign, Adobe Sign), CRM systems (e.g., HubSpot, Lead Docket), and Google Workspace.

Benefits

• Remote-first.
• Unlimited PTO after six months, plus 12 paid holidays. Paid sick time from day one.
• Paid medical, dental, vision, and 401K.
• Company-sponsored professional development, including courses, certifications, and training.
• Virtual team events and workshops.