Docketly-Customer Service Manager

Responsibilities

• Client Relationship Management and Outcomes
• Own a portfolio of enterprise law firm clients as their primary point of contact and trusted advisor, measured on retention and growth of that book.
• Run quarterly business reviews covering volume, pricing, coverage performance, hearing outcomes, and strategic alignment.
• Identify risks to satisfaction and retention before they surface as complaints.
• Manage situations where client perception diverges from performance data, closing the gap with clear, evidence-based communication.
• Own escalation and resolution for your accounts, including credits, appearance-fee disputes, and attorney-conduct issues, coordinating with Coverage, Performance, and Compliance.
• Identify and pursue expansion: new jurisdictions , service types, and product features.
• Data Analysis and Performance Monitoring
• Run the weekly Client Account Analysis for your portfolio across four areas: volume, price and margin, coverage, and outcomes. Complete it ahead of the weekly Client Review and log findings to the Success team board.
• Monitor and interpret the metrics that drive client experience: posted and canceled volume, price per hearing, margin and bundling trends by state, drops, FTAs, late postings, MTTP, MTTC, canceled-found-coverage, client hearing tags, and attorney outcomes.
• Form hypotheses from trends and drive corrective action without waiting to be directed.
• Monitor and explain pricing and margin to clients. The CSM does not set pricing or margin.
• Prepare client reporting packages (spend by state, coverage rates, outcome and settlement performance, unnecessary appearances).
• Partner with the Performance team on systemic issues such as multi-state drop trends or network availability gaps.
• Technical Onboarding and EDI Integration
• Maintain the EDI/API integration SOP and client-specific configuration documentation.
• Coordinate onboarding milestones across Dev, Ops, and Compliance and hold delivery timelines.
• Advocate internally for client-requested features, prioritizing by value relative to development cost.
• AI-First Ways of Working
• Use AI tools by default to accelerate data analysis, trend synthesis, QBR preparation, client communications, and documentation.
• Apply AI to spot account risk earlier, personalize engagement, and scale quality across a full portfolio.
• Build or contribute to prompts and automations that reduce manual work across the Success team over time.
• Operational Excellence and Documentation
• Develop and maintain client-specific SOPs and escalation protocols.
• Document processes, decisions, and institutional knowledge so any teammate can step in.
• Contribute to team-wide process improvement, including escalation routing and client notification enhancements.
• Cross-Functional Collaboration
• Work closely with Sales, Operations, Performance, Development, and Compliance to deliver a seamless client experience.
• Participate in agile workflows, including the daily huddle, weekly Client Review, and sprint and feature prioritization on behalf of your clients.
• Represent client needs clearly in leadership reviews and product roadmap discussions.

Benefits

Additional Information

About Docketly: Docketly, sister company to ABC Legal Services, is a growing company in Longmont, Colorado. For the creditor's rights industry, we make hiring a stand-in attorney easy, fast, and safe. By combining our own software with a nationwide network of attorneys, we have redefined the what's possible for the legal services industry. Job Overview: The Customer Success Manager (CSM) owns the outcomes, retention, and growth of a portfolio of Docketly's enterprise and critical-care law firm clients. This is a senior individual-contributor role. "Manager" refers to ownership of a high-value customer portfolio, not people management. The role sits at the intersection of relationship management, data analysis, and technical execution. It requires someone who can move fluidly between strategic conversations with firm leadership and hands-on work in dashboards, EDI configurations, and outcome data. Docketly is an AI-first company, so this person is expected to use AI tools by default to analyze faster, communicate better, and scale their impact across a full book of business. The right person is analytically confident, communicates proactively, documents for team continuity, and exercises independent judgment before escalating. They understand that client perception and client data do not always align, and they are skilled at navigating both. Roughly 80 percent of the role is deepening value and outcomes for existing accounts; the remaining 20 percent is onboarding and integrating new ones.

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