Docketly
Legal Services
CustomerSuccessManager
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“Customer Success Manager at Docketly. Skills: Customer Success, Account Management, Data Analysis, Technical Integration. Own client portfolio. Act as trusted advisor”
What You'll Achieve.
Retention of client book; Growth of client book; Client satisfaction; Scale impact across portfolio
Industry & Context.
Data analysis; Trend identification; Hypothesis formation; Corrective action; Problem resolution
Infrequent travel possible
What They're Looking For.
Must Have
3 to 5 years customer success, 3 to 5 years account management, 3 to 5 years client-facing operations, Analytical or technical component experience, Independently analyze data, Identify trends, Communicate findings with confidence, Use AI tools to accelerate analysis, Use AI tools to accelerate drafting, Use AI tools to accelerate process work, Reach for AI tools first, Proficiency with data tools, Proficiency with spreadsheets, Proficiency with dashboards, Proficiency with BI platforms, Run structured client meetings, Write clear professional follow-ups, Manage multiple accounts, Competing priorities management, Comfortable in fast-paced environment, Comfortable in agile environment, Comfortable in cross-functional environment, Bachelor’s degree, Equivalent client-facing analytical experience
Nice to Have
Experience with EDI, Experience with SFTP-based integrations, Experience with technical client onboarding, Built prompts with AI tools, Built automations with AI tools, Familiarity with legal industry workflows, Familiarity with court processes, Familiarity with legal technology, Experience building SOPs, Experience building escalation frameworks, Experience building internal knowledge bases
What You'll Do.
Act as trusted advisor
Run quarterly business reviews
Identify risks to satisfaction
Identify risks to retention
Manage client perception divergence
Close perception data gap
Own escalation resolution
Coordinate with Coverage
Coordinate with Performance
Coordinate with Compliance
Identify expansion opportunities
Pursue expansion opportunities
Run weekly Client Account Analysis
Monitor client metrics
Interpret client metrics
Form hypotheses from trends
Drive corrective action
Explain pricing to clients
Explain margin to clients
Prepare client reporting packages
Partner with Performance team
Collect client sample file
Map client system fields
Provision SFTP access
Configure result codes
Configure report publishing rules
Own outgoing report exports
Maintain client configuration documentation
Coordinate onboarding milestones
Hold delivery timelines
Advocate internally for features
Prioritize features by value
Use AI tools for analysis
Use AI tools for synthesis
Use AI tools for QBR prep
Use AI tools for client comms
Use AI tools for documentation
Apply AI to spot risk
Apply AI to personalize engagement
Apply AI to scale quality
Contribute to AI automations
Develop client-specific SOPs
Develop client escalation protocols
Document institutional knowledge
Contribute to process improvement
Improve escalation routing
Enhance client notification
Work closely with Sales
Work closely with Operations
Work closely with Performance
Work closely with Development
Work closely with Compliance
Deliver seamless client experience
Participate in agile workflows
Participate in daily huddle
Participate in weekly Client Review
Participate in sprint prioritization
Participate in feature prioritization
Represent client needs
Support technical education
Support product education
How You'll Work.
Team & Collaboration
Cross-functional teams; Agile workflows; Daily huddle; Weekly Client Review; Sprint prioritization; Product roadmap discussions
Communication Scope
Client meetings; Professional follow-ups; Evidence-based communication; Client reporting
Process & Methodology
Agile, Sprint planning
Full Job Description
About Docketly: Docketly, sister company to ABC Legal Services, is a growing company in Longmont, Colorado. For the creditor’s rights industry, we make hiring a stand-in attorney easy, fast, and safe. By combining our own software with a nationwide network of attorneys, we have redefined the what’s possible for the legal services industry. Job Overview: The Customer Success Manager (CSM) owns the outcomes, retention, and growth of a portfolio of Docketly’s enterprise and critical-care law firm clients. This is a senior individual-contributor role. “Manager” refers to ownership of a high-value customer portfolio, not people management. The role sits at the intersection of relationship management, data analysis, and technical execution. It requires someone who can move fluidly between strategic conversations with firm leadership and hands-on work in dashboards, EDI configurations, and outcome data. Docketly is an AI-first company, so this person is expected to use AI tools by default to analyze faster, communicate better, and scale their impact across a full book of business. The right person is analytically confident, communicates proactively, documents for team continuity, and exercises independent judgment before escalating. They understand that client perception and client data do not always align, and they are skilled at navigating both. Roughly 80 percent of the role is deepening value and outcomes for existing accounts; the remaining 20 percent is onboarding and integrating new ones. Key Responsibilities Client Relationship Management and Outcomes Own a portfolio of enterprise law firm clients as their primary point of contact and trusted advisor, measured on retention and growth of that book. Run quarterly business reviews covering volume, pricing, coverage performance, hearing outcomes, and strategic alignment. Identify risks to satisfaction and retention before they surface as complaints. Manage situations where client perception diverges from performance da
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