Customer Success Manager

ABC Legal Services•Longmont, CO

2d•$70,000 - $80,000•Onsite

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. What the day-to-day looks like You're running weekly account analysis across volume, pricing, coverage, and outcomes and turning that into action, not just a report. You're leading quarterly business reviews with firm leadership, managing escalations when things go sideways, and finding expansion opportunities when they're ready for more. On the technical side, you're setting up EDI and API integrations: field mapping, SFTP access, result codes, the works. You're also expected to use AI tools constantly for analysis, for drafting, for spotting account risk earlier than you could manually. This is an AI-first company, and that's not a buzzword here.

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 trends, and communicate them clearly, even when the picture is messy.
Experience reaching for AI tools first and ability to show examples.
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

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

Own a portfolio of enterprise law firm clients, their outcomes, satisfaction, and growth.
Spot risks before they become problems.
Dig into data to find trends and communicate them clearly.
Show up to client conversations with answers.
Spend approximately 80% of time on existing accounts and 20% on bringing new clients online.
Perform technical integration work for new clients.
Run weekly account analysis across volume, pricing, coverage, and outcomes, and translate into action.
Lead quarterly business reviews with firm leadership.
Manage escalations when issues arise.
Identify expansion opportunities within existing accounts.
Set up EDI and API integrations, including field mapping, SFTP access, and result codes.
Utilize AI tools for analysis, drafting, and early risk spotting.
Use AI tools constantly for analysis, drafting, and spotting account risk earlier than manually possible.