Remote job
Docketly-Customer Success Manager
Job details
About this role
Role overview
Manage relationships and outcomes for a portfolio of enterprise legal clients, using account data to identify risks, improve service, and find opportunities to grow existing partnerships. The role also supports new client onboarding, including setting up technical connections and coordinating the details needed for information to flow reliably.
Responsibilities
- Review account activity, pricing, service coverage, and outcomes each week, then turn findings into actions. - Lead regular business reviews with client leaders and communicate performance clearly. - Address client escalations and identify ways to improve satisfaction and results. - Support expansion conversations when client needs and account performance indicate an opportunity. - Onboard new clients and configure data exchanges, including field mapping, secure file access, and result codes. - Use AI tools to assist with analysis, drafting, and earlier detection of account risks.
Requirements
- 3–5 years of experience in customer success, account management, or client-facing operations. - Ability to analyze imperfect or complex data, identify patterns, and explain conclusions clearly. - Comfort working with dashboards and business intelligence tools. - Strong client meeting facilitation and concise written follow-up skills. - Organization and prioritization skills across a portfolio of accounts. - Demonstrated use of AI tools in day-to-day work.
Nice to have
- Experience with EDI, SFTP, or technical onboarding. - Experience creating AI prompts or automations, or building operating procedures and escalation guides. - Background in legal services or legal technology.
Benefits and work setup
Benefits include medical, dental, and vision coverage; a matching retirement plan; paid time off and holidays; life and disability insurance; flexible spending accounts; an employee assistance program; and pet insurance. The listing describes a Monday–Friday schedule, an office-based environment, and occasional travel for client visits or industry events. It also separately labels the schedule as remote, so the work location is unclear. Listed salary range: $70,000–$80,000, depending on experience.