Docketly-Customer Success Manager

Job Overview: You'll own a portfolio of enterprise law firm clients their outcomes, their satisfaction, and their growth. This isn't a hand-holding role. You'll be the one spotting risks before they become problems, digging into data to find the story, and showing up to client conversations with answers, not just updates. About 80% of your time goes deep on existing accounts; the other 20% is bringing new clients online, including the technical integration work that makes it all run. What the day-to-day looks like You're running weekly account analysis across volume, pricing, coverage, and outcomes and turning that into action, not just a report. You're leading quarterly business reviews with firm leadership, managing escalations when things go sideways, and finding expansion opportunities when they're ready for more. On the technical side, you're setting up EDI and API integrations: field mapping, SFTP access, result codes, the works. You're also expected to use AI tools constantly for analysis, for drafting, for spotting account risk earlier that you could manually. This is an AI-first company, and that's not a buzzword here. You'll thrive here if you Have 3–5 years in customer success, account management, or a client-facing ops role with an analytical edge Can independently dig into data, find the trend, and communicate it clearly — even when the picture is messy Already reach for AI tools first and can show examples of it Are comfortable with dashboards and BI tools (we use Metabase) Can run a tight client meeting and write a crisp follow-up Stay organized across a full portfolio without losing track of what matters most Bonus points for EDI, SFTP, or technical onboarding experience Building prompts or automations with AI tools Legal industry or legal tech background SOPs, escalation frameworks, or internal knowledge bases you've built from scratch Benefits: Health, Dental, Vision insurance 401(k) with company matching Paid time off 7 Paid company holidays 4 Floating holidays per-year Life Insurance and AD&D Insurance Long Term Disability Health Care Reimbursement Flexible Spending Account Dependent Care Flexible Spending Account EAP (Employee Assistance Program) Pet Insurance Work Environment: Casual, open-plan office. Full-time in-office schedule, Monday through Friday. Agile working model with daily huddles, weekly Client Review, and monthly management reviews. Infrequent travel possible for client visits or industry events. Tools you'll use: Metabase, Slack, Intercom, Jira, the Docketly platform, and whatever AI tools help you move faster. Salary Range: $70,000-$80,000 depending on experience Schedule: Monday through Friday, Remote #J-18808-Ljbffr