Client Success Specialist, Client Liaison
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Job Description
Client Success Associate supporting plaintiff law firms with reporting, CRM operations, training, and account delivery. Turning intake data into actionable recommendations and measurable performance improvements.
Responsibilities:
- Own the recurring cycle for assigned accounts, including written client updates, task management, internal team debriefs, and standard reporting
- Prepare agendas, KPI packets, and briefing materials before client meetings
- Convert client meeting decisions into assigned, dated work
- Own client reporting end to end, including building reports, presenting them to firm leadership, and explaining the implications and recommended actions
- Run client training sessions on reporting, systems, and process
- Build and maintain account plans connecting client objectives to execution
- Read intake performance data and explain its implications
- Run internal check-ins with assigned coaches and specialists
- Hold delivery timelines through documented follow-up
- Keep ClickUp and HubSpot accurate to company standards
- Surface risks before clients raise them
- Grow the client portfolio from one or two accounts toward approximately 12–15 firms, with variation based on account size and complexity
Requirements:
- Two or more years in client success, account management, sales enablement, revenue operations, legal operations, or intake operations
- Comfortable explaining something live and unrehearsed in front of business owners
- Proven ability to run multiple accounts or projects at once without letting things slip
- Working experience with a CRM
- Working experience with a project management tool
- Comfort with performance dashboards and metrics
- Strong written and spoken English
- Experience in a law firm, legal department, or legal services company
- Strong understanding of law firm intake operations and client service workflows
- Familiarity with Filevine or other case management systems is a plus
- Bachelor's degree or equivalent experience
- Experience presenting performance data and recommendations to law firm leadership
- Bachelor's degree in information technology, business administration, or a related field is preferred
- Relevant certifications in document control, data management, or CRM systems are a plus
- Proficiency in electronic signature software, such as DocuSign or Adobe Sign
- Proficiency in CRM systems
- Proficiency in Google Workspace
- Experience with HubSpot is a plus
- Experience with ClickUp is a plus
Benefits:
- Remote-first
- Unlimited PTO after six months
- 12 paid holidays
- Paid sick time from day one
- Paid medical, dental, and vision insurance
- 401K
- Company-sponsored professional development, including courses, certifications, and training
- Virtual team events and workshops
- Direct feedback and space for growth
- Real ownership over work from Day 1
- Close collaboration with the founder
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