Team Lead, Client Success

About Traveling Coaches

We believe that empowered individuals improve organizations as they improve themselves. Since 1995, Traveling Coaches has been a pioneer in talent development and organizational change within the legal industry. Whether your firm is looking to increase performance, develop talent, build skills and competencies, implement change or influence behavior, our award-winning products and services create a culture of learning that helps your firm thrive. We go beyond traditional training. We are strategic partners to our clients, offering invaluable insights and consulting expertise. Our renowned solutions like Premier Learning, the LegalMind Learning Platform, OnGuard Security Awareness and Respectful Workplace Program have been used to tremendous effect by law firms of all sizes.

At Traveling Coaches, client relationships are at the heart of our success. We are looking for a Client Success Team Lead who will serve as both a strategic partner to our clients and a leader within our Client Success team, helping drive long-term engagement, satisfaction, retention, and growth.

This role blends client relationship management, strategic consulting, team leadership, and learning platform administration. The ideal candidate is passionate about developing strong client partnerships while mentoring and supporting team members to deliver exceptional client experiences. While technical administration of our learning platform remains an important component of the role, success is ultimately measured by client outcomes, adoption, satisfaction, retention, team performance, and operational excellence.

Who Will Thrive in This Role

This role is ideal for someone who enjoys developing both client relationships and people. The successful candidate will be energized by helping clients achieve meaningful outcomes while mentoring team members, improving processes, and contributing to a culture of client success. If you’re passionate about leadership, consulting, technology, and delivering exceptional client experiences, we’d love to hear from you.

Job Responsibilities

• Serve as a senior point of contact for assigned clients, building strong relationships that drive long-term engagement, satisfaction, retention, and growth.
• Partner with clients to understand their business objectives and help them maximize the value of Traveling Coaches’ products and managed services.
• Drive customer success through proactive communication, strategic guidance, and ongoing consultation.
• Build trusted advisor relationships with key stakeholders through a deep understanding of client goals and our solutions.
• Lead complex client onboarding initiatives and support successful implementations.
• Prepare for and facilitate executive-level client check-ins, business reviews, and strategic account meetings.
• Identify opportunities to increase client adoption, engagement, and utilization of platform features, content, and services.
• Monitor client health and proactively address challenges to support long-term client success and retention.
• Provide recommendations based on learning industry trends and best practices to support client success.
• Mentor, support, and provide guidance to Client Success team members to promote consistent service delivery and client satisfaction.
• Responsible for team onboarding, training, coaching, and knowledge sharing.
• Support the development and refinement of client success processes, standards, and best practices.
• Serve as an escalation point for client concerns and help facilitate successful resolutions.
• Monitor team workloads and collaborate with leadership to ensure effective resource allocation.
• Manage, administer, and support the learning management system and related portal technologies, including Phishing Services.
• Configure and maintain client-specific functionality, including SSO, programs, groups, reporting, and branding elements.
• Participate in and contribute to company-wide strategic initiatives.

Position Specific Experience

• Experience with Learning Management Systems as a power user and administrator.
• Demonstrated ability to build and maintain strong client relationships.
• Experience managing customer accounts with a focus on engagement, adoption, retention, and growth.
• Experience mentoring, coaching, or leading team members in a professional environment.
• Consultative mindset with the ability to identify client needs and recommend solutions.
• Experience conducting business reviews, success planning, and strategic client meetings.
• Ability to manage competing priorities while supporting both client and team success.

Qualifications

• Bachelor’s degree with at least three years of experience in a related field, including client success, account management, learning technologies, or customer service leadership.
• Demonstrated leadership, coaching, or team mentoring experience preferred.
• Ability to utilize tools and technologies to access information, prepare and generate reports, and troubleshoot issues.
• Ability to edit and proofread for accuracy, grammar/spelling, and style.
• Ability to work independently as well as collaboratively.
• Exceptional verbal and written communication, interpersonal, and relationship-building skills, with the ability to influence client engagement, drive adoption of solutions and content, facilitate executive-level discussions, and develop effective client-facing communications.
• Ability to coordinate multiple tasks effectively.
• Strong knowledge and experience in providing effective customer service.
• Exhibits passion for customer success, continuous improvement, and team development.
• Familiarity with legal industry terminology and workflows a plus.

Your Compensation and Benefits

• Competitive salary and benefits

• Health, dental, short and long term disability insurance

• Employer matching retirement plan

• Flex Plan for medical and child care expense savings