Director of Client Success, Legal Marketing

📋 Description

• Take full ownership of the client experience for prominent law firm clients

• Reconstruct and enhance a team of Client Success Managers

• Design the systems and processes that exemplify a top-tier agency

• Propel measurable advancements in client retention, revenue growth, and overall satisfaction

• Act as the senior point of escalation and strategic advisor for high-revenue law firms

• Build strong relationships with key stakeholders and comprehend their business objectives

• Recognize at-risk accounts and implement retention strategies

• Maintain outstanding CSAT and NPS scores through premium service

• Manage and resolve complex client situations effectively

• Lead, mentor, and develop a team of Client Success Managers

• Recruit and cultivate top talent while establishing standards across the team

• Collaborate with Sales to identify upsell and cross-sell prospects

• Develop structured account growth plans for high-value clients

• Review the existing client success infrastructure and introduce scalable processes

• Work with cross-functional teams to ensure smooth client delivery

⛳️ Requirements

• Over 8 years of experience in a client-facing role at a digital marketing agency, having witnessed the complete lifecycle of agency-client relationships

• More than 3 years of experience managing both managers and individual contributors in a Client Success or Account Management capacity

• Proven success in managing a portfolio of business within the legal services sector, or direct experience selling to attorneys and law firms

• Established track record of enhancing client retention metrics and developing upsell/cross-sell pipelines

• Practical experience in auditing and refining Client Success systems (including CRM configuration, onboarding workflows, reporting, SLAs, etc.)

• A Bachelor’s degree in Business, Marketing, Communications, or a related field is required

🏝️ Benefits

• Medical, Vision, Dental

• Retirement

• Life Insurance

• Sick Time and Paid Time Away (PTO)