Customer Success Manager

ECFX

12d • Remote

About The Position

The Customer Success Manager is responsible for ensuring clients achieve maximum value from ECFX’s products and services. This role blends client relationship management, technical support, and proactive problem-solving to drive customer satisfaction and retention. Serve as a trusted partner to clients by proactively monitoring system performance, identifying and resolving issues, and driving seamless adoption and long-term success.

Requirements

• Bachelor’s degree in Business, Information Technology, or a related field (advanced degree a plus)
• 2+ years of successful docketing or legal software support experience preferred
• Working knowledge of the legal technology ecosystem; familiarity with docketing and document management systems (DMS) preferred
• Strong client-facing communication skills with the ability to build trust across technical and non-technical stakeholders
• Demonstrated ability to lead cross-functional teams and manage multiple concurrent projects
• Excellent requirements-gathering and analytical skills—able to turn complex needs into clear plans, milestones, and action items
• Highly organized and detail-oriented, with strong documentation habits
• Comfortable operating in fast-paced, evolving environments; proactive problem-solver with sound judgment
• Customer-first mindset and a track record of delivering high-quality client experience

Nice To Haves

• Experience with project tools (e.g., Jira, Smartsheet), documentation tools (e.g., Confluence), and CRM platforms (Hubspot) preferred

Responsibilities

• Proactively monitor clients’ court notice processing queues to identify, assess, and resolve errors
• Build and maintain strong, long-term client relationships as an extension of their team
• Drive continuous improvement by identifying process gaps, standardizing best practices, and improving operational efficiency
• Develop deep expertise in ECFX products to deliver effective technical support and guidance
• Assist with onboarding and implementation of new clients, particularly on technical configuration and setup
• Partner with internal teams to escalate and resolve product issues efficiently
• Plan and deliver client training to drive adoption and self-sufficiency
• Communicate clearly with clients regarding system performance, issues, and resolutions
• Support ongoing client success by identifying opportunities to improve usage and outcomes

Benefits

• Comprehensive Coverage: Enjoy a suite of insurance options covering health, dental, vision, and life.
• Discretionary Time Off (DTO) policy
• Employee Stock Options/401K

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level