Customer Success Manager (Court Reporting Experience Required)

Prevail

8h•Remote

About The Position

Prevail Legal is a leading legal technology company transforming how law firms manage depositions and litigation support through AI-assisted court reporting, real-time transcription, and streamlined deposition management. As a Customer Success Manager, you will serve as the primary relationship owner for a portfolio of law firm clients — ensuring they receive an exceptional, white-glove experience from onboarding through every session. This role sits at the intersection of client relations, session operations, and cross-functional coordination. You will act as the voice of the client internally and as a trusted advisor externally, with a direct impact on retention, expansion, and the overall Prevail client experience.

Requirements

3+ years of experience in customer success, account management, or client services — preferably in legal, court reporting, or litigation support
Demonstrated ability to manage multiple client relationships simultaneously in a fast-paced, deadline-driven environment
Strong written and verbal communication skills with a professional, client-first presence
Proven track record of problem-solving under pressure and resolving operational issues quickly and effectively
Comfort working across cross-functional teams including Operations, Sales, and Development

Nice To Haves

Experience with legal technology platforms, deposition management systems, and court reporting operations
Familiarity with litigation support workflows including resources allocation and assignment, transcript certification, videography, and remote deposition technology
Exposure to tools such as Reporter Base, CRM platforms, or case management software
Bilingual candidates are a plus

Responsibilities

Own a portfolio of law firm client relationships, serving as the primary point of contact throughout the client lifecycle
Lead client onboarding, ensuring smooth adoption of Prevail’s platform, workflows, and service standards
Conduct regular business reviews and proactive check-ins to surface needs, address concerns, and identify growth opportunities
Act as a trusted advisor by deeply understanding each client’s litigation support needs and aligning Prevail’s capabilities accordingly
Coordinate deposition session logistics in collaboration with the Operations team, ensuring all resources are confirmed and coverage is airtight
Monitor session delivery in real time; escalate and resolve issues related to court reporters, videographers, interpreters, and support
Step in as needed to assign resources, confirm coverage, or resolve job-related conflicts to protect client experience
Oversee post-session processes, including transcript delivery, quality review, and follow-up communications
Partner with Operations, Sales, and the Transcript/Certification teams to ensure seamless coordination across the client journey
Surface client feedback and recurring issues to internal stakeholders, advocating for product and process improvements
Collaborate with the Dev team to communicate client-facing feature requests and platform updates
Maintain accurate client data and session records within Prevail’s case management and CRM systems
Uphold and enforce Prevail’s quality standards for all service partners including court reporters, videographers, and interpreters
Identify performance trends and escalate service partner concerns through the appropriate channels
Ensure compliance with client-specific preferences, transcript formatting standards, and SLA commitments

Benefits

Comprehensive benefits plan including medical, dental, vision, 401(k), life insurance, and short-term disability
Five weeks of PTO, all Federal Holidays, and Parental Leave
Generous continued education allowance
Employee stock option plan
Remote-first environment
Open, diverse, and respectful working culture

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