Docketly-Customer Success Manager

ABC Legal Services

18h•$70,000 - $80,000

About The Position

Docketly, a sister company to ABC Legal Services, is a growing company in Longmont, Colorado. It helps the creditor’s rights industry hire stand-in attorneys through its software and nationwide attorney network. The Customer Success Manager owns a portfolio of enterprise law firm clients, with responsibility for client outcomes, satisfaction, and growth. The role spends approximately 80% of its time managing existing accounts and 20% bringing new clients online, including technical integration work. It involves analyzing account data, identifying risks and opportunities, leading client conversations and business reviews, managing escalations, and setting up EDI and API integrations. The company expects frequent use of AI tools for analysis, drafting, and early identification of account risks. The position uses Metabase, Slack, Intercom, Jira, the Docketly platform, and AI tools. The posting describes a full-time, in-office work environment Monday through Friday, while also listing the schedule as Monday through Friday, Remote. Infrequent travel may be required for client visits or industry events. Salary is $70,000–$80,000, depending on experience.

Requirements

3–5 years of experience in customer success, account management, or a client-facing operations role with an analytical focus.
Ability to independently analyze data, identify trends, and communicate findings clearly, including when information is messy.
Regular use of AI tools, with examples of how they have been used.
Comfort using dashboards and business intelligence tools; the company uses Metabase.
Ability to lead effective client meetings and write concise follow-ups.
Strong organization and ability to manage a full client portfolio.

Nice To Haves

EDI, SFTP, or technical onboarding experience.
Experience building prompts or automations with AI tools.
Legal industry or legal technology background.
Experience building SOPs, escalation frameworks, or internal knowledge bases from scratch.

Responsibilities

Own a portfolio of enterprise law firm clients and support their outcomes, satisfaction, and growth.
Analyze account volume, pricing, coverage, and outcomes weekly, and use findings to guide action.
Lead quarterly business reviews with firm leadership.
Manage client escalations.
Identify opportunities to expand client accounts.
Bring new clients online, including technical integration work.
Set up EDI and API integrations, including field mapping, SFTP access, and result codes.
Use AI tools for analysis, drafting, and identifying account risks.
Maintain organization across a portfolio of clients.