The Customer Success Manager ensures clients maximize value from ECFX products through relationship management, technical support, and proactive problem-solving.
Role Overview
The Customer Success Manager is responsible for ensuring clients achieve maximum value from ECFX’s products and services. This role blends client relationship management, technical support, and proactive problem-solving to drive customer satisfaction and retention.
Serve as a trusted partner to clients by proactively monitoring system performance, identifying and resolving issues, and driving seamless adoption and long-term success.
Key Responsibilities
- Proactively monitor clients’ court notice processing queues to identify, assess, and resolve errors
- Build and maintain strong, long-term client relationships as an extension of their team
- Drive continuous improvement by identifying process gaps, standardizing best practices, and improving operational efficiency
- Develop deep expertise in ECFX products to deliver effective technical support and guidance
- Assist with onboarding and implementation of new clients, particularly on technical configuration and setup
- Partner with internal teams to escalate and resolve product issues efficiently
- Plan and deliver client training to drive adoption and self-sufficiency
- Communicate clearly with clients regarding system performance, issues, and resolutions
- Support ongoing client success by identifying opportunities to improve usage and outcomes
Requirements
- Bachelor’s degree in Business, Information Technology, or a related field; an advanced degree in Business, Information Technology, or a related field is a plus.
- Experience in a client-facing customer success, support, or service role delivering high-quality client experience; docketing experience at a law firm preferred.
- Working knowledge of the legal technology ecosystem and familiarity with docketing and document management systems (DMS).
- Strong client-facing communication skills with the ability to support end users and build trust across technical and non-technical stakeholders.
- Demonstrated ability to lead cross-functional projects and manage multiple concurrent projects.
- Excellent requirements-gathering and analytical skills, able to turn complex needs into clear plans, milestones, and action items.
- Highly organized and detail-oriented, with strong documentation practices.
- Familiarity with project tools such as Jira and Smartsheet, documentation tools such as Confluence, and CRM platforms such as HubSpot.
Benefits
- Compensation: 100000-115000 USD annually
- Remote Flexibility: A fully remote role accommodating every US time zone, Hawaii included.
- Work-Life Harmony: Embrace flexibility with our supportive approach to working hours.
- Comprehensive Coverage: Enjoy a suite of insurance options covering health, dental, vision, and life.
- Discretionary Time Off: We recognize the importance of maintaining a healthy work-life balance. Our innovative approach to time off includes a discretionary time off (DTO) policy. This means that, in addition to scheduled vacations and holidays, employees can take unplanned time off when needed, subject to supervisor approval. We understand that life happens and trust our team to manage their time effectively.
- Employee Stock Options/401K: Opportunity to participate in the company stock option and 401K plan
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