[Hiring] Client Success Manager @Flare

Role Description

As a Customer Success Manager at Flare, you’ll be the strategic driver of client experience and case progression - leading clients through family law matters and ensuring cases move smoothly and efficiently. You’ll own the client relationship, resolve escalations with empathy, and partner closely with attorneys to anticipate needs, maximize capacity, and drive growth. This role requires exercising independent judgment in managing client relationships, case workflows, and operational improvements.

What You’ll Do

• Own case progression from intake to resolution, driving case momentum and using discretion to determine next steps, engaging attorneys at key decision points and when legal input is required.
• Conduct regular case reviews with attorneys to ensure deadlines are met and cases are on track.
• Communicate consistently with clients and attorneys to provide updates, gather information, and keep everyone informed—anticipating issues before they arise.
• Identify legal workflow needs and ensure drafting, filing, and legal research are executed efficiently.
• Exercise judgment in prioritizing and anticipating what is needed for the case, drafting and managing case documents and filings for attorney review, and researching case-related information and law to support attorney strategy and case progression.
• Identify and resolve bottlenecks or obstacles creatively, ensuring cases move efficiently and recommending process improvements.
• Support attorneys as a strategic partner by anticipating their needs, enabling them to take on more business and drive growth.
• Spot repeat business opportunities and advocate for clients while supporting attorneys’ goals.
• Collaborate with internal teams to push client cases forward and improve operational efficiency.
• Track and report on client success metrics to inform and advise leadership decisions.

Qualifications

• Strong ownership mindset - you dive in, take initiative, and push cases forward without waiting for direction.
• Client-obsessed and always trying to stay one step ahead – you’re energized by supporting people, proactively solving problems, and delivering a smooth and empathetic experience.
• Creative problem-solver - view obstacles as challenges to overcome and opportunities to innovate.
• Relationship builder - earn trust with clients and attorneys while providing proactive support.
• Thrives in high-volume, fast-paced environments with excellent time management and prioritization skills.
• Tech-forward - comfortable adopting new tools and integrating AI or other platforms into your workflows.
• Metric-driven and competitive - excited to analyze data, influence outcomes, and report on client experience metrics.
• Excellent communicator - written and verbal, adaptable between professional and approachable tones.
• Collaborative team player - willing to help teammates, share knowledge, and contribute to a positive culture.
• Entry-Level & Excited to Learn.

Nice-to-Haves

• Legal experience in filings, court procedures, or family law.
• Bilingual (English/Spanish).