Account Manager - East Coast

Steno

2d • Remote

About The Position

Own the client relationship from start to finish - serve as the primary point of contact for a portfolio of law firm clients, managing every touchpoint with precision and accountability. Keep engagements on track - schedule jobs, handle reschedules, cancellations, and service additions while consistently meeting client deadlines. Be the problem-solver - prevent issues before they escalate, handle high-priority requests with calm professionalism, and make sure nothing falls through the cracks. Operate like a true partner - collaborate with Account Executives on strategic accounts, participate in client handoffs, and provide the white-glove service that keeps clients coming back. Communicate like a pro - keep clients, internal teams, and AEs in the loop at every step, and own the full flow of information across your accounts. Work with cutting-edge tools - navigate cloud-based platforms like Google Workspace, Slack, and Steno's internal operations systems. Your voice actually matters - AMs at Steno are heard, and feedback is actively sought, taken seriously, and turned into real change. Collaboration is built in - a supportive team structure keeps individual workload manageable and ensures you're never working in a silo.

Requirements

• 3+ years of Account Management or Customer Success experience ideally in legal services
• Talent for building trust with clients, and the ability to communicate and influence at all levels, including executive leadership.
• Highly organized, tech-savvy, and comfortable juggling multiple accounts without losing sight of the details.
• Excellent listening skills, sound judgment under pressure, and the flexibility to thrive in a fast-paced, ever-evolving startup environment.
• Experience with KPI-driven accountability, including metrics like retention rate, churn, accounts touched, and SLA/quality achievement, with a track record of meeting and exceeding them.
• Ability to be available during core Eastern Time business hours (approx. 8am–5pm ET).

Responsibilities

• Serve as the primary point of contact for a portfolio of law firm clients, managing every touchpoint with precision and accountability.
• Schedule jobs, handle reschedules, cancellations, and service additions while consistently meeting client deadlines.
• Prevent issues before they escalate, handle high-priority requests with calm professionalism, and make sure nothing falls through the cracks.
• Collaborate with Account Executives on strategic accounts, participate in client handoffs, and provide white-glove service.
• Keep clients, internal teams, and AEs in the loop at every step, and own the full flow of information across your accounts.
• Provide feedback that is actively sought, taken seriously, and turned into real change.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed