Customer Success Manager

About this role

Client Success Manager
Remote | US Time Zone Required | Full-Time

About Us

We're a fast-growing legal staffing company that places remote professionals with US law firms. Our client success team manages ongoing relationships with attorneys and firm administrators across the country — helping them get the most out of their staff, resolve issues quickly, and grow their teams over time.

As we scale, we're building out a dedicated specialist function to handle our most complex and high-stakes client interactions — because we believe these moments deserve their own expert, not a generalist wearing too many hats.

The Role

This isn't your typical CSM role. You won't be managing a large portfolio of accounts or spending your days on routine check-in calls.

Your job is to show up when things get hard.

You'll be brought in on the situations that matter most — clients who are frustrated, considering leaving, pushing back on pricing, or stuck in a standoff that the frontline team can't resolve on their own. Your job is to turn those conversations around, protect the relationship, and where possible, strengthen it.

You'll work across our client success teams, partnering with CSMs and Operations Managers who handle the day-to-day. They'll flag you in when the stakes are high. You'll take over or co-navigate the difficult moments, then debrief with the team so everyone gets better over time.

You'll also help build the infrastructure around this work: escalation playbooks, trigger criteria, post-call review processes, and coaching on the conversations the team finds hardest.

What You'll Do

• Lead cancellation calls, buyout negotiations, and high-dissatisfaction client conversations
• Join escalated calls at the request of CSMs or Operations Managers
• Develop and refine escalation response frameworks and pre-approved offer structures
• Conduct post-call debriefs to build institutional knowledge and coach the team
• Track escalation patterns and flag syste...