We are seeking a strategic, hands-on Client Success Manager to own and elevate the end-to-end client experience for our law firm partners. This executive leader will be accountable for driving exceptional onboarding, long-term client retention, operational excellence, and measurable client outcomes at scale.
The ideal candidate blends senior-level client leadership with operational rigor and data-driven decision-making and brings a strong understanding of how law firms operate, grow, and scale.
Key Responsibilities
Client Success & Experience
- Own and continuously optimize the full client lifecycle, from onboarding through long-term partnership, renewal, and expansion.
- Design and lead structured onboarding programs that drive rapid adoption, clear value realization, and high client satisfaction.
- Build and maintain trusted, executive-level relationships with law firm leadership and key stakeholders.
- Leverage client data and performance metrics to identify trends, risks, and opportunities to improve retention and outcomes.
- Establish clear success metrics, feedback loops, and reporting frameworks to continuously improve the client experience.
Leadership & Team Management
- Build, lead, and mentor a high-performing Client Success organization, including managers and specialists.
- Foster a culture of accountability, collaboration, and excellence aligned with company values.
- Recruit, train, and develop top-tier talent to support growth and scalability.
Operations & Strategy
- Develop and implement scalable systems, processes, and policies that drive operational efficiency and consistency.
- Partner with executive leadership to define and execute the company’s client success strategy and long-term objectives.
- Analyze performance data to inform strategic decisions, continuous improvement, and growth initiatives.
- Manage budgets and resources responsibly, ensuring profitability and operational discipline.
Cross-Functional Collaboration
- Partner closely with Sales to support renewals, expansion opportunities, and revenue growth.
- Ensure strong post-sale execution to support sales targets and client expectations.
- Collaborate with Product, Operations, and Leadership teams to align client needs with company strategy and roadmap.
Core Values Alignment
- Lead and operate in full alignment with Stafi’s core values: be reliable, work hard, have fun, care deeply, be passionate, take initiative, collaborate, and demonstrate loyalty.
Requirements
- Qualifications & Experience
- 8+ years of progressive leadership experience in Client Success, Operations, or Customer Experience.
- Proven track record of building, managing, and scaling high-performing client success teams.
- Strong understanding of law firm operations, legal services, or comparable professional services environments.
- Demonstrated ability to analyze performance data, identify trends and risks, and translate insights into strategic action.
- Executive-level communication and relationship-building skills, with the ability to influence senior internal and external stakeholders.
- Experience designing and implementing processes, systems, and teams from the ground up is highly preferred.