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As a Client Success Manager, your job is to ensure every new lawyer becomes a successful, active, revenue-generating user, with a focus on practical implementation, teaching, and helping busy lawyers adopt new technology. You will be the primary post-sale contact for lawyers joining the platform. You onboard them, assist with configuring their AI Legal Intake chatbot on their website, train them on how to use the system and Chatbot, help them optimize conversions, and ensure the lawyers get the value they expect from the qualified lead marketplace. You’ll bring credibility because you’ve worked inside a law firm, legal operations, legal tech support, intake coordination, or another role where you’ve implemented technology for professionals. Candidates who have previously supported or implemented software for law firms (e.g. Clio, Filevine, MyCase, Practice Panther) are a strong fit, as long as they have direct exposure to how lawyers actually work. 

This role is not quota-carrying, but it is highly outcome-driven. Success is measured by how quickly and effectively lawyers become active, high-value users of the platform— including activation rates, time-to-value, usage frequency, retention, and revenue per lawyer (lead spend). Success is also measured by lawyer outcomes: did they adopt the tool, reduce workload, convert more clients, and grow their business? 

What You’ll Do 

• Own onboarding and training for all new lawyers brought in by the sales team. 
• Configure and deploy each lawyer’s AI legal intake chatbot and ensure it aligns with their practice area. 
• Run 30–60 minute onboarding calls that include setup, best practices, and lead conversion guidance, with empathy and credibility earned from working inside law firms or legal operations. 
• Provide weekly check-ins during the first 30–60 days to ensure adoption and troubleshoot issues. 
• Help lawyers optimize their intake flow, messaging, and follow-up processes to increase lead conversion, drawing from real-world knowledge of how law firms operate. 
• Track lawyer business outcomes (client conversion, time-to-value, intake efficiency), not just software usage. 
• Gather lawyer feedback and synthesize themes for Product, Engineering, and BD. 
• Maintain comprehensive notes and workflows in HubSpot/CS tools. 
• Identify churn risks early and take proactive action. 
• Partner with BD on upsell opportunities (lead volume increases, additional practice areas, add-on services). 
• Act as a translator between lawyers and the product/engineering teams — explaining real-world workflows in simple, actionable terms. 
• Bring contextual knowledge of small firm operations, intake challenges, billing pressures, and the realities of running a legal practice. 

What Makes You Successful 

• You love helping customers succeed. You’re consultative, patient, and solution-oriented. 
• You’re extremely organized. You can manage dozens of active accounts without losing track. 
• You can teach simply. You can explain AI tools, onboarding steps, and best practices in a clear and concise way that any busy lawyer can understand. 
• You’re proactive. You don’t wait for issues — you anticipate blockers and handle them early. 
• You thrive in a startup environment. You are comfortable making decisions quickly and iterating. 
• You’ve worked closely with lawyers or legal professionals — either in a law firm or through a legaltech platform — and understand how they adopt (and resist) new tools. 
• You’ve implemented software before — intake tools, CRM, case-management systems, scheduling tools, etc. 
• You care about lawyer outcomes — more clients retained, faster response times, improved workflows — not just software metrics. 
• You have credibility with lawyers because you understand their day-to-day. 

Qualifications 

• 2–5+ years working inside a law firm, legal operations, legal tech support, intake coordinator role, or other environment where you implemented technology for legal professionals. 
• Experience supporting lawyers, working inside a law firm, or implementing legaltech tools (e.g., Clio, Filevine, MyCase, PracticePanther) is strongly preferred. 
• Comfortable configuring software, setting up workflows, and guiding professionals through new technology — whether in a law firm or a legaltech platform. 
• Strong project management and problem-solving skills.
• Excellent communication and training skills (phone, email, Zoom) with the ability to simplify complex concepts for non-technical professionals. 
• Familiarity with HubSpot, CRMs, or CS tools. 
• Experience implementing or configuring software tools in a professional services environment highly desired. 
• Naturally patient, empathetic, and able to explain complex steps simply to busy lawyers. 
• Thrives in a vertical SaaS environment where credibility, industry knowledge, and hands-on support matter more than frameworks.  

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