Docketly-Customer Success Manager
About The Position
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. You'll own a portfolio of enterprise law firm clients their outcomes, their satisfaction, and their growth. This isn't a hand-holding role. You'll be the one spotting risks before they become problems, digging into data to find the story, and showing up to client conversations with answers, not just updates. About 80% of your time goes deep on existing accounts; the other 20% is bringing new clients online, including the technical integration work that makes it all run.
Requirements
- 3–5 years in customer success, account management, or a client-facing ops role with an analytical edge.
- Ability to independently dig into data, find the trend, and communicate it clearly.
- Comfortable with dashboards and BI tools (Metabase).
- Ability to run a tight client meeting and write a crisp follow-up.
- Ability to stay organized across a full portfolio without losing track of what matters most.
Nice To Haves
- Experience with AI tools and examples of their use.
- EDI, SFTP, or technical onboarding experience.
- Experience building prompts or automations with AI tools.
- Legal industry or legal tech background.
- Experience building SOPs, escalation frameworks, or internal knowledge bases from scratch.
Responsibilities
- Running weekly account analysis across volume, pricing, coverage, and outcomes and turning that into action.
- Leading quarterly business reviews with firm leadership.
- Managing escalations when things go sideways.
- Finding expansion opportunities.
- Setting up EDI and API integrations: field mapping, SFTP access, result codes.
- Using AI tools constantly for analysis, for drafting, for spotting account risk earlier than you could manually.
Benefits
- Health, Dental, Vision insurance
- 401(k) with company matching
- Paid time off
- 7 Paid company holidays
- 4 Floating holidays per-year
- Life Insurance and AD&D Insurance
- Long Term Disability
- Health Care Reimbursement
- Flexible Spending Account
- Dependent Care Flexible Spending Account
- EAP (Employee Assistance Program)
- Pet Insurance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
