Client Success Manager - Law Firms (Northeast)

Proof•Gresham, OR

8d•$80,000 - $100,000•Remote

About The Position

We're Proof, a high-growth startup in the legal tech industry, founded in 2017. We offer a best-in-class legal services platform used by thousands of law firms and property management companies. Our platform enables law firms and collections parties to access efficient, transparent, and accessible legal and document delivery services, traditionally out of reach. We are on a path to double our business this year and are building a team to help us scale rapidly. We welcome individuals from all backgrounds who are eager to help build a future where legal services are readily accessible, affordable, and efficient. If you have curiosity, passion, and a collaborative spirit to drive change in an outdated industry, we want you on our team. About the Role: We are seeking a motivated and experienced Client Success Manager (CSM) to join our team. The CSM will serve as the primary point of contact for our law firm clients, driving success through needs analysis, tailored solutions, and exceptional client support. While legal experience is a plus, it is not required. The ideal candidate will also have the ability to effectively communicate with C-suite executives and senior leadership.

Requirements

5+ years of experience in customer success, account management, or a related client-facing role
Strong communication skills, including the ability to engage effectively with C-suite executives
Proven ability to develop customized solutions and workflows for enterprise clients
Excellent interpersonal and relationship-building skills
Strong analytical and problem-solving abilities, with the capacity to quickly resolve client issues
Ability to work independently and collaboratively with internal teams
Experience with CRM, support, and project management tools, such as HubSpot and Intercom
This position requires the employee to live and work from the East Coast region.
Candidates must reside in one of the following East Coast locations: Connecticut Delaware Maine Maryland Massachusetts New Hampshire New Jersey New York Pennsylvania Rhode Island Vermont Virginia Washington DC
Relocation assistance is not available for this position
This role requires approximately 25 percent travel, including regular in-territory visits two weeks each month

Nice To Haves

Legal experience is a plus, but not required

Responsibilities

Conduct in-depth needs analysis with law firm clients to understand their specific challenges and objectives
Develop customized solutions and workflows that address the unique needs of each client
Collaborate with internal teams to ensure seamless client onboarding, lead training sessions, and support successful implementation of customized solutions.
Serve as the primary point of contact for clients, providing ongoing support and guidance throughout the engagement
Monitor client usage and engagement, identifying opportunities for upselling and cross-selling by partnering with POD teammates to identify and drive revenue growth
Work closely with your pod (AE and SDR) to ensure alignment on client priorities and account strategies
Act as a liaison between clients and our product and engineering teams to provide feedback and drive product improvements
Build and maintain strong relationships with clients, establishing yourself as a trusted advisor and advocate for their needs
Track and report on client success metrics, including customer satisfaction, retention, and revenue growth
Develop strategic account plans to drive long-term client success and identify growth opportunities
Handle client escalations and concerns, negotiating timelines, scope, and expectations as needed