[Hiring] Customer Success Manager @Prevail

Role Description

Prevail Legal is a leading legal technology company transforming how law firms manage depositions and litigation support through AI-assisted court reporting, real-time transcription, and streamlined deposition management. As a Customer Success Manager, you will serve as the primary relationship owner for a portfolio of law firm clients — ensuring they receive an exceptional, white-glove experience from onboarding through every session.

This role sits at the intersection of client relations, session operations, and cross-functional coordination. You will act as the voice of the client internally and as a trusted advisor externally, with a direct impact on retention, expansion, and the overall Prevail client experience.

Key Responsibilities

• Client Relationship Management
  • Own a portfolio of law firm client relationships, serving as the primary point of contact throughout the client lifecycle.
  • Lead client onboarding, ensuring smooth adoption of Prevail’s platform, workflows, and service standards.
  • Conduct regular business reviews and proactive check-ins to surface needs, address concerns, and identify growth opportunities.
  • Act as a trusted advisor by deeply understanding each client’s litigation support needs and aligning Prevail’s capabilities accordingly.
• Session & Service Operations
  • Coordinate deposition session logistics in collaboration with the Operations team, ensuring all resources are confirmed and coverage is airtight.
  • Monitor session delivery in real time; escalate and resolve issues related to court reporters, videographers, interpreters, and support.
  • Step in as needed to assign resources, confirm coverage, or resolve job-related conflicts to protect client experience.
  • Oversee post-session processes, including transcript delivery, quality review, and follow-up communications.
• Cross-Functional Collaboration
  • Partner with Operations, Sales, and the Transcript/Certification teams to ensure seamless coordination across the client journey.
  • Surface client feedback and recurring issues to internal stakeholders, advocating for product and process improvements.
  • Collaborate with the Dev team to communicate client-facing feature requests and platform updates.
  • Maintain accurate client data and session records within Prevail’s case management and CRM systems.
• Service Quality & Standards
  • Uphold and enforce Prevail’s quality standards for all service partners including court reporters, videographers, and interpreters.
  • Identify performance trends and escalate service partner concerns through the appropriate channels.
  • Ensure compliance with client-specific preferences, transcript formatting standards, and SLA commitments.

Qualifications

• 3+ years of experience in customer success, account management, or client services — preferably in legal, court reporting, or litigation support.
• Demonstrated ability to manage multiple client relationships simultaneously in a fast-paced, deadline-driven environment.
• Strong written and verbal communication skills with a professional, client-first presence.
• Proven track record of problem-solving under pressure and resolving operational issues quickly and effectively.
• Comfort working across cross-functional teams including Operations, Sales, and Development.

Preferred Qualifications

• Experience with legal technology platforms, deposition management systems, and court reporting operations.
• Familiarity with litigation support workflows including resources allocation and assignment, transcript certification, videography, and remote deposition technology.
• Exposure to tools such as Reporter Base, CRM platforms, or case management software.
• Bilingual candidates are a plus.

Benefits

• Comprehensive benefits plan including medical, dental, vision, 401(k), life insurance, and short-term disability.
• Five weeks of PTO, all Federal Holidays, and Parental Leave.
• Generous continued education allowance.
• Employee stock option plan.
• Remote-first environment.
• Open, diverse, and respectful working culture.

Compensation

The pay range for this salary position is $65,000 - 70,000/yr. However, the pay offered may vary depending on job-related knowledge, skills, and experience.

Prevail Legal reserves the right to modify this job description to meet business needs. We can only hire US Citizens and cannot provide H1B Visa sponsorship. Prevail Legal is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or veteran status. We are proud to be an equal-opportunity workplace.