Client Success Specialist, Client Liaison

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the ongoing cycle for designated accounts, encompassing written updates for clients, task organization, team debriefs, and routine reporting.

• Create agendas, KPI summaries, and briefing documents ahead of client meetings.

• Translate decisions made during client meetings into actionable tasks with designated timelines.

• Oversee client reporting from start to finish, including report creation, presentation to firm leadership, and discussion of implications and suggested actions.

• Conduct training sessions for clients on reporting, systems, and processes.

• Develop and sustain account plans that align client goals with execution strategies.

• Analyze intake performance data and articulate its implications.

• Facilitate internal check-ins with assigned coaches and specialists.

• Ensure adherence to delivery timelines through documented follow-ups.

• Maintain accuracy in ClickUp and HubSpot according to company standards.

• Identify potential risks before they are raised by clients.

• Expand the client portfolio from one or two accounts to approximately 12–15 firms, varying by account size and complexity.

⛳️ Requirements

• A minimum of two years in client success, account management, sales enablement, revenue operations, legal operations, or intake operations.

• Comfortable delivering live, unrehearsed explanations to business owners.

• Demonstrated capability to manage multiple accounts or projects simultaneously without oversight.

• Practical experience with a Customer Relationship Management (CRM) system.

• Familiarity with project management tools.

• Proficient in interpreting performance dashboards and metrics.

• Excellent written and verbal communication skills in English.

• Background in a law firm, legal department, or legal services organization.

• Strong knowledge of law firm intake operations and client service processes.

• Familiarity with Filevine or similar case management systems is advantageous.

• Bachelor’s degree or equivalent experience is required.

• Experience in presenting performance data and recommendations to law firm leadership.

• A 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 beneficial.

• Proficiency in electronic signature software, such as DocuSign or Adobe Sign.

• Expertise in CRM systems.

• Skilled in Google Workspace.

• Experience with HubSpot is a plus.

• Experience with ClickUp is a plus.

🏝️ Benefits

• Remote-first work environment.

• Unlimited paid time off after six months of employment.

• 12 paid holidays each year.

• Paid sick leave starting from day one.

• Comprehensive medical, dental, and vision insurance coverage.

• 401K retirement plan.

• Company-sponsored professional development opportunities, including courses, certifications, and training.

• Virtual team events and workshops.

• Direct feedback and opportunities for personal growth.

• Genuine ownership of work from Day 1.

• Close collaboration with the founder.