Director, Client Success - Legal Operations

Goodwin Procter•Washington DC, DC

25d•Hybrid

About The Position

Join Goodwin’s Global Operations Team, and make a real impact on a global scale. At Goodwin, we work with some of the world’s most successful and innovative investors, entrepreneurs and disruptors in the life sciences, private equity, real estate, technology and financial industries, and where they converge. As part of the Global Operations Team – all business professionals at the firm – you’ll collaborate with colleagues from varied backgrounds and experiences, fostering an environment where cross-functional learning, networking, and collaboration are at the core of what we do. Here, we’re not just supporting a law firm; we’re partnering with attorneys and clients to deliver cutting-edge solutions in high-stakes litigation and dispute resolution, world-class regulatory compliance and advisory services, and complex transactions. Our commitment to integrity, ingenuity, agility, and ambition drives us, and we’re proud to have been recognised as the “Best Business Team” by The American Lawyer. This is your opportunity to grow professionally in a dynamic, global environment, surrounded by forward-thinking peers. As the Director, Client Success - Legal Operations, you will serve as a senior leader within the Client Value team, responsible for driving strategic client engagement and delivering measurable value through innovative pricing models and client-centric solutions. This role will work closely with the Managing Director, Client Value, and serve as a key external-facing representative of the firm in client interactions—particularly in the development and implementation of Alternative Fee Arrangements (AFAs). You will lead a growing team of Client Success Managers and collaborate cross-functionally with Pricing, Legal Project Management (LPM), Finance, and Client Development to ensure a seamless and value-driven client experience.

Requirements

10+ years of experience in client success, pricing, legal operations, or professional services.
Proven track record of leading client-facing initiatives and managing strategic relationships.
Deep understanding of AFAs, pricing models, and matter management in a legal or consulting environment.
Strong financial acumen and experience with budgeting, forecasting, and profitability analysis.
Exceptional communication, negotiation, and relationship-building skills.
Experience managing and mentoring high-performing teams.
Bachelor’s degree required

Nice To Haves

MBA or other relevant graduate degree preferred.
Familiarity with project management methodologies (e.g., Agile, Lean, Six Sigma) is a plus.
Willingness to travel periodically to client or firm offices.

Responsibilities

Client Engagement & Strategic Advisory Act as a senior liaison to clients, partnering with relationship leads and attorneys to understand client needs and deliver tailored pricing and service solutions.
Lead external engagements focused on pricing strategy, AFA design, and value delivery.
Serve as a trusted advisor to clients and partners on pricing innovation, profitability, and long-term relationship growth.
Pricing Strategy & AFA Development Collaborate with the Managing Director, Pricing Director, and attorneys to design and present creative, data-driven pricing models.
Lead the development and negotiation of AFAs that align with client expectations and firm profitability goals.
Monitor and evaluate AFA performance, iterating on models to drive continuous improvement.
Client Success Leadership Build and lead a high-performing Client Success team, including direct oversight of Client Success Managers.
Establish best practices for client onboarding, reporting, and relationship management.
Drive consistency and excellence in client service delivery across all touchpoints.
Cross-Functional Collaboration Partner with Pricing, LPM, Finance, and Client Development to ensure alignment on client value initiatives.
Coordinate with internal teams to ensure compliance with client billing guidelines, reporting requirements, and operational standards.
Support strategic initiatives such as client journey mapping, feedback loops, and business reviews.
Data & Insights Leverage data and analytics to identify client trends, pricing opportunities, and areas for operational improvement.
Collaborate with Business Intelligence and Finance to develop dashboards and reporting tools that support client success and profitability.