[Hiring] Director of Client Services @Syllo

Role Description

Lead the team that delivers Syllo's promise to the most sophisticated legal clients in the market. This role leads Syllo's Client Services function, the team of Client Services Specialists who support AmLaw 200 firms and Fortune 500 legal departments in running their most complex cases. You own the quality, consistency, and delivery of case execution across the customer base, setting the delivery standard, building the team and operational infrastructure to sustain it, and serving as the first leadership escalation point for strategic client relationships.

What you will do

• Lead case delivery:
  • Own the quality and consistency of case delivery across all active client accounts. The standard is high and it does not vary by account size.
• Build and develop the team:
  • Hire, manage, and develop Client Services Specialists. Coach to specific delivery behaviors and hold the team accountable.
• Become a product expert:
  • Develop deep expertise in the Syllo platform and serve as a product knowledge resource for the Client Services team, contributing to training, escalation decisions, and delivery quality.
• Establish delivery standards:
  • Define and document the playbooks, delivery standards, and escalation protocols that make case execution repeatable and defensible.
• Manage capacity:
  • Develop the capacity model and staffing plan that allows the team to absorb growth without degrading quality or burning out talent.
• Serve as the first leadership escalation point:
  • Own strategic client conversations with peer-level leaders at client organizations, including escalation conversations, delivery reviews, and executive briefings.
• Partner with CS Operations:
  • Work with CS Ops to build the reporting and tooling infrastructure that provides visibility into case status, team capacity, and delivery risk.
• Drive retention and expansion:
  • Deliver a client experience that builds confidence in the platform and the team behind it, with a focus on how delivery quality contributes to retention and expansion.

Qualifications

• Legal services delivery leadership:
  • You have led teams delivering litigation support, eDiscovery, or legal technology services at enterprise scale, with quality accountability, not just operational oversight.
• Litigation lifecycle knowledge:
  • You understand case delivery from the inside, including case assessment, document review, production, and the delivery standards that legal teams expect.
• People management depth:
  • You have hired, developed, and performance-managed delivery professionals in a demanding, client-facing environment.
• Operational rigor:
  • You build the playbooks and escalation processes that allow a team to maintain high standards without depending on individual heroics.
• Client-facing composure:
  • You manage difficult client conversations, including missed deadlines, data issues, and escalations, with directness and professionalism.
• Capacity planning:
  • You model team workload, identify bottlenecks ahead of time, and build the staffing plan that keeps quality sustainable as volume grows.
• Revenue awareness:
  • You understand how delivery quality connects to retention and expansion, and you partner with Sales to keep client health visible, surface expansion signals, and act on both.

Requirements

• 6+ years in litigation support, eDiscovery services, or legal technology delivery, with 3+ years managing a client-facing delivery team.
• Demonstrated experience leading enterprise legal services delivery at law firms, litigation support companies, or legal technology vendors.
• Deep familiarity with eDiscovery platforms such as Relativity, Everlaw, or similar, and EDRM lifecycle operations.
• Experience building delivery playbooks and operational standards for complex, multi-case environments.
• Relativity RCA or equivalent certification is a strong plus.
• Bachelor's degree required.

Benefits

• Competitive base salary + equity options.
• Medical, dental, vision, and voluntary insurance options.
• Vacation, sick leave, and paid holidays.
• Access to benefit counselors and fitness class reimbursements.

Company Description

Syllo is defining the Litigation AI category. We are the first unified platform designed to autonomously manage the entire litigation lifecycle end-to-end. Founded in 2019 by a team of litigators and engineers, Syllo enables legal teams to securely harness the power of AI across any matter, regardless of complexity or scale. Our technology supports Fortune 500 companies and AmLaw 200 firms managing their most complex litigation portfolios. Awarded ILTA Transformative Project of the Year and ALM eDiscovery Technology of the Year for 2026, we are the market leader in enterprise-grade litigation AI. Backed by top-tier VCs, we are at a clear inflection point — the team has doubled in the last six months and growth is accelerating.