Client Experience Lead

Job Description

Job Description

Our busy law office is looking for a Client Services Director to own and elevate the entire client journey across all of our practice areas — from the first hello to the lifelong relationship after the plan is signed. This is a high-trust, high-visibility seat for a self-directed doer who wants to become the person clients and attorneys rely on, and grow into leading the client-services team. The client journey is already designed; your mandate is to run it flawlessly and make it more efficient.

As you master the role, you will help define, hire, and lead the team that grows around it. You will be ensuring every person who works with Blue Mahoe feels guided, valued, and cared for. We are looking for a self-starter who wants to plant roots, grow with the firm, and eventually lead a department they helped build. If you are an effective communicator and a natural self-starter, please apply today!

This position is designed as a path to grow into a Manager/Director-level role (with title and pay).

Compensation:

$60,000 – $78,000 base salary DOE plus a performance bonuses

Responsibilities:

• Own the end-to-end client experience across every practice area: estate planning, elder law, asset protection, probate, guardianship, and business succession — so no client ever falls through the cracks.

• Run and continuously refine our existing client journey, tightening each stage (intake, onboarding, matter milestones, signings, and post-engagement care) to remove friction and shorten cycle times.

• Serve as the primary point of contact and advocate for clients, setting clear expectations, communicating proactively, and resolving concerns with warmth and urgency.

• Partner daily with the principal attorney and legal team to coordinate matter progress, keep clients informed, and keep engagements moving on schedule.

• Coordinate between attorneys, staff, and clients to manage the law firm’s caseload, present case summaries/updates, and ensure that deadlines are met.

• Design and document repeatable systems, checklists, and SOPs so the client experience is consistent, measurable, and not dependent on any one person.

• Manage our practice-management and CRM tools to track every client touchpoint and surface what needs attention.

• Own client-experience metrics: responsiveness, satisfaction, retention, reviews, and referrals; and report on them to firm leadership.

• Represent Blue Mahoe at select client events, reviews, and community touchpoints as an ambassador of the firm’s brand and values.

AS YOU GROW - BUILD AND LEAD THE TEAM:

• Rebuild and grow the client services team: help define roles, hire, train, and mentor client-facing staff as the function scales.

• A track record of building or meaningfully improving a client-facing function: processes, teams, or systems you can point to and quantify.

• Genuine people leadership: Help define the staffing plan for a rebuilt client-services team, then help hire, train, mentor, and develop a team.

• Oversee the staff management and optimization of our practice-management and CRM tools to track every client touchpoint and surface what needs attention.

• Drive retention and reactivation: keep clients engaged for plan reviews, funding, and future matters, turning satisfied clients into referral sources.

• Grow into leading the client-services function day-to-day as it scales with a clear path to a Manager/Director title and compensation.

Qualifications:

• Exceptional organizational skills as well as effective communication skills, both written and oral are needed

• 3+ years in client service, client success, customer service, hospitality, or account management, with a track record of taking ownership and raising the standard.

• A self-starter mindset: you take ownership, move without being told, and raise the standard around you.

• Exceptional communication and emotional intelligence: you make people feel heard, especially during sensitive, high-stakes moments.

• Strong operational instincts: comfortable with CRMs, workflows, and turning a good experience into a documented, repeatable one.

• Highly organized, detail-oriented, and calm under pressure, with the ability to juggle many clients and priorities at once.

• The appetite and aptitude to grow into leadership: you want to build and eventually lead a team, not just execute.

• Represent Blue Mahoe at select client events and community touchpoints as an ambassador of the firm’s brand and values.

• Reliable, on-site presence in our Fort Lauderdale office.

• Full authorization to work in the United States.

About Company

Blue Mahoe, PLLC is a boutique estate planning, asset protection, elder law, probate, guardianship, and business succession and transactional firm in the heart of downtown Fort Lauderdale, serving families and business owners across Broward, Palm Beach, Miami-Dade, and throughout the State of Florida, with a distinctive cross-border practice bridging Florida and the Caribbean. Clients trust us with what matters most: protecting their families, their legacies, and their life’s work. We pair sophisticated legal work with a client experience that feels personal, organized, and reassuring at every step. We are a growing firm where your ideas will be heard, your ownership will be visible, and your career can grow alongside ours.