Client Success Manager – Law Firms
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Job Description
Client Success Manager at Proof supporting law firm clients in the West Region. Providing tailored solutions and exceptional client support to enhance client relationships and drive success.
Responsibilities:
- Conduct in-depth needs analysis with law firm clients to understand their specific challenges and objectives
- Develop customized solutions and workflows that address the unique needs of each client
- Collaborate with internal teams to ensure seamless client onboarding, lead training sessions, and support successful implementation of customized solutions.
- Serve as the primary point of contact for clients, providing ongoing support and guidance throughout the engagement
- Monitor client usage and engagement, identifying opportunities for upselling and cross-selling by partnering with POD teammates to identify and drive revenue growth
- Work closely with your pod (AE and SDR) to ensure alignment on client priorities and account strategies
- Act as a liaison between clients and our product and engineering teams to provide feedback and drive product improvements
- Build and maintain strong relationships with clients, establishing yourself as a trusted advisor and advocate for their needs
- Track and report on client success metrics, including customer satisfaction, retention, and revenue growth
- Develop strategic account plans to drive long-term client success and identify growth opportunities
- Handle client escalations and concerns, negotiating timelines, scope, and expectations as needed
Requirements:
- 5+ years of experience in customer success, account management, or a related client-facing role
- Strong communication skills, including the ability to engage effectively with C-suite executives
- Proven ability to develop customized solutions and workflows for enterprise clients
- Excellent interpersonal and relationship-building skills
- Strong analytical and problem-solving abilities, with the capacity to quickly resolve client issues
- Ability to work independently and collaboratively with internal teams
- Experience with CRM, support, and project management tools, such as HubSpot and Intercom
- Legal experience is a plus, but not required
- This position requires the employee to live and work from the West / Mountain region.
- Candidates must reside in one of the following Mountain/ West Coast locations:
- Colorado
- California
- Arizona
- Utah
- Relocation assistance is not available for this position
- This role requires approximately 25% travel, including regular in-territory visits two weeks each month
Benefits:
- Full time, remote, salary position
- Medical, dental, vision, disability insurance, and 401k available
- Flexible time off (paid planned and sick time, and paid holidays)
- Necessary equipment provided
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