Client Success Manager

WHO WE ARE

DK Global is the country’s premier litigation visuals firm. We create 3D animated visual presentations for attorneys to use in demand packages, mediations, and trials. Through the creative process, we are the silent partner in putting broken lives and shattered dreams back together — one frame at a time.

WHO WE’RE LOOKING FOR

Do you enjoy building relationships? Do you love people and have an eternally optimistic attitude? Are you a cultivator of relationships, a connector of dots, an intuitive problem-solver, and a communicator of value? Do you have a “never give up” mentality? Do you care deeply about customers and customer service, and believe that more honesty and integrity are needed in society and in business? Are you adaptable, goal-oriented, and love doing whatever it takes to help your team win? Do you wish we all picked up the phone more often? We are looking for a Client Success Manager (Customer Success Manager) to own the post‑sale relationship with our law firm and attorney clients. Your mission is to ensure every client receives exceptional service, realizes clear value from each project, and chooses DK Global again and again for future cases. We’re looking for someone likeable, disarming, quick‑witted, and fearless. You’re both creative and analytical, can present yourself as authoritative and trustworthy, and pride yourself on your knack for critical thinking. The Client Success Manager will serve as the primary point of contact after a project is completed — eventually transitioning to earlier involvement after the point of sale — focusing on maximizing client retention, satisfaction, lifetime value, referrals. The successful CSM will pull from elements of customer service, account management, data collection, and strategic sales to achieve three goals: Proactively anticipate and address client challenges before they become issues. Reinforce DK Global visuals as reliable tools for their litigation. Create new revenue‑generating opportunities, such as upsells and new project leads. Reporting to the Chief Marketing Officer (CMO) with a dotted line to the Chief Sales Officer (CSO), the Client Success Manager will strengthen relationships with our clients and monitor their experience throughout the lifecycle of the project, building close relationships that last beyond any one project. The CSM will establish themselves as a credible authority in the industry to build and maintain client relationships. The CSM will work closely with key stakeholders in DK Global’s Production, Sales, and Marketing departments, acting as a connector between internal and external teams, though their primary responsibility will be to keep the clients’ needs and wants top‑of‑mind. On a daily basis, the CSM will onboard and communicate with clients, gather and deliver information across teams, and track and optimize client satisfaction metrics. The person we are looking for is an empathetic, goal‑oriented, resilient self‑starter who never gives up. Someone with a deep curiosity about life. Someone with the ability to be an active listener. A professional who is persistent and always carries themselves with an optimistic attitude about life and business. If this sounds like the ideal position for you, it probably is. So why are you still reading this? Send us your resume and cover letter immediately. Or just give us a call. Don’t let someone else get your dream job!

MINDSET

Actively listening, empathetic, and able to put yourself in the client’s shoes. Communicates effectively, builds trust, and fosters collaborative partnership. Proactively engages with internal team members and external clients. An effective problem solver. An opportunity‑seeker, looking for ways (i) to make clients feel more valued, (ii) for openings for new sales, and (iii) for occasions to generate marketing content. Data‑driven and able to tailor accordingly. Able to work and collaborate cross‑functionally. Constant drive to optimize client success, achieve ambitious goals, and increase LTV. Adaptable. Resilient and persistent. Possesses a genuine desire to help clients achieve their goals and a passion for delivering exceptional service.

JOB RESPONSIBILITIES

Client Relationship Management & Retention: Serve as the primary post‑sale point of contact and trusted advisor for all assigned attorneys and law firm clients. Build strong, long‑term relationships that improve client satisfaction, retention, repeat project volume, and to keep DK Global top‑of‑mind after final project delivery. Proactively monitor client engagement and product satisfaction, identifying risks early and intervening to prevent churn. Request and record case outcomes and initial offers. Tee up opportunities for client testimonial interviews. Onboarding & Project Success: Attend client onboarding and project kick‑off meetings, as well as mid‑project meetings with clients and experts, serving as the main coordinator between clients and internal teams, and helping align clients’ expectations as we understand them to be. Conduct onboarding and training sessions as required. Own communication workflows to ensure every client receives consistent, high‑quality support across all projects. Look for ways to develop and improve client onboarding processes and customer service policies. Customer Success Planning & Communication: Independently create and maintain success plans, client communication cadences, and standardized follow‑up processes. Gather and synthesize client feedback to help share the future of the customer success function. Influence and help create resources for clients that help them fully understand and utilize the products and services. Communicate with active and inactive clients, hitting individual weekly, monthly, and yearly goals. Assist the Sales team with researching and contacting clients on older leads to gain business. Advocacy, Upsell & Cross‑Sell: Take ownership of identifying repeat project opportunities, upselling potential, and referrals. Collaborate closely with Sales and Marketing to ensure seamless handoffs and continuity. Maximize value for clients by ensuring they have the tools and resources they need. Prepare for and attend tradeshows, conferences, and other events. Collaboration & Process Improvement: Play a central role in defining and improving DK Global’s customer success processes, templates, and internal communication standards throughout the organization. Track and report key customer success metrics and propose insights‑driven improvements to upper management. Proactively monitor client metrics and diligently work toward achieving established goals, while maintaining comprehensive account overviews. Update attorney and firm profiles in the CRM database as needed. Assign qualified leads as necessary. Work with the Marketing and Sales teams to strategize, develop, and execute sales initiatives and marketing campaigns. Attend weekly and monthly department meetings.

REQUIRED QUALIFICATIONS

At least 3 years of experience in a Customer Success Manager, Client Success Manager, Account Manager, or similar customer‑facing role in a B2B environment. Proven track record of managing a portfolio of clients, maintaining high satisfaction, and driving retention or repeat business. Exceptional verbal and written communication skills; able to communicate with busy attorneys and legal staff clearly and professionally. Preference for and comfort with face‑to‑face and phone communication. Exhibits conceptual knowledge of company identity, mission, and goals. Strong organizational and project management skills, with the ability to juggle multiple projects and deadlines simultaneously. Ability to think both creatively and analytically. Experience building or refining customer workflows, communication processes, or internal documentation is a plus. Comfortable using CRM and project management tools to track client activity, tasks, and client health (e.g., HubSpot, Salesforce, Asana, or similar). Ability to work fully on‑site in Redlands, CA and collaborate closely with cross‑functional teams. Deadline‑oriented, inquisitive, with great follow‑up and reporting skills. Responds well under pressure with strict time limits. Quick and enthusiastic learner.

PREFERRED QUALIFICATIONS

Bachelor’s degree a plus Experience working with law firms, legal services, litigation support, or legal tech clients. Background in professional services, creative production, SaaS, or project‑based offerings. Familiarity with customer success methodologies (e.g., health scoring, success planning, QBRs, NPS/CSAT). Experience supporting clients through complex, multi‑step projects with multiple stakeholders. Job Type Full‑time Schedule 40 hours per week Compensation Salary range — $75,000-$95,000 per year Benefits including health, dental, vision, and disability insurance Simple IRA retirement program Six (6) company‑paid holidays Paid Time Off DK Global, Inc. is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, including sexual orientation and gender identity, national origin, disability, protected Veteran status, or any other characteristic protected by federal, state, or local law. #J-18808-Ljbffr DK Global, Inc.