Client Success Specialist (Client Liaison)

Legal Intake Pros helps plaintiff law firms turn more leads into signed cases. We are sales enablement for legal intake: coaching, CRM optimization, performance data, and process design, delivered as an ongoing partnership that makes intake performance measurable and repeatable.

The role

The Client Success Associate (CSA) serves as the operational backbone of the Client Success team. You will own the day-to-day operational relationship for a portfolio of law firm clients.

That means you know what is actually happening on each account. You prepare materials before client meetings, turn decisions into tracked work afterward, keep our systems reflecting reality, and chase down the cross-team commitments that make client promises true. When something is drifting, you see it first, and you say so with evidence attached.

Over time, you become the person firm leadership calls when they want a straight read on how intake is performing and what to do about it.

What you will do

• Own the recurring cycle for your accounts: written client updates, task management, internal team debriefs, and standard reporting
• Prepare agendas, KPI packets, and briefing materials before client meetings, and convert what was decided into assigned, dated work afterward
• Own client reporting end to end: build the reports, present them to firm leadership, and walk them through what the numbers show and what to do about it
• Run client training sessions on reporting, systems, and process, both scheduled and on the spot when a question comes up in a meeting
• Build and maintain account plans that connect what the client wants to what we are actually doing about it
• Read intake performance data and explain what it means, not just what it says
• Run internal check-ins with the coach and specialist assigned to your accounts, and hold delivery timelines through documented follow-up
• Keep ClickUp and HubSpot accurate to our standards
• Surface risk before the client has to raise it
• How your portfolio grows
• You will start with one or two accounts and take on more as you demonstrate you can carry them. Most CSAs settle at 12 to 15 firms. The number depends on the size and complexity of the accounts; a portfolio of smaller firms may run closer to 20, while a portfolio with two or three large multi-office clients will run lower.

Requirements

• Two or more years in client success, account management, sales enablement, revenue operations, legal operations, or intake operations
• Comfortable explaining something live and unrehearsed in front of business owners
• Proven ability to run multiple accounts or projects at once without letting things slip
• Working experience with a CRM; working experience with a project management tool, as well as experience with HubSpot and ClickUp, are a plus
• Comfort with performance dashboards and metrics
• Strong written and spoken English; you will be writing to attorneys and firm owners daily
• Experience in a law firm, legal department, or legal services company, with a strong understanding of law firm intake operations and client service workflows
• Familiarity with Filevine or other case management systems is a plus
• Bachelor's degree or equivalent experience
• Experience presenting performance data and recommendations to law firm leadership

Qualifications:

• Education: A bachelor’s degree in information technology, business administration, or a related field is preferred.
• Certifications: Relevant certifications in document control, data management, or CRM systems are a plus.
• Technical Skills: Proficiency in electronic signature software (e.g., DocuSign, Adobe Sign), CRM systems, and Google Workspace; experience with HubSpot is a plus.

Remote-first

• Unlimited PTO after six months, plus 12 paid holidays. Paid sick time from day one
• Paid medical, dental, vision, and 401K
• Company-sponsored professional development, including courses, certifications, and training
• Virtual team events and workshops