Client Services Specialist

Remote (United States)

Job Details

Department: Customer Success

Compensation: $140,000 - $150,000 per year

Role Overview

This remote Client Services Specialist position supports major law firms and corporate legal teams as they manage complex litigation matters through an AI-powered legal technology platform.

The specialist serves as the primary Customer Success account owner for an assigned portfolio of clients and manages case delivery from initial kickoff through completion. The position works closely with the Sales Account Director and coordinates with internal technical, product, and data services teams to maintain delivery quality and strong client relationships.

This opportunity is designed for a litigation professional who understands the complete litigation lifecycle, takes ownership of projects without extensive supervision, and remains composed when deadlines are compressed or priorities change. Previous experience as an attorney, paralegal, or litigation support professional is required.

What You’ll Do

• Own Client Accounts: Serve as the primary Customer Success account owner for an assigned portfolio of clients, build trusted relationships, monitor account health, and proactively escalate client risks to Customer Success leadership.
• Partner With Sales: Work closely with the Sales Account Director to maintain a shared understanding of account status and ensure consistent communication across the account team.
• Manage Case Delivery: Lead end-to-end project management for active litigation matters, including project kickoffs, timelines, deliverables, client-facing status updates, and clear expectations regarding client-side dependencies.
• Execute Client Services Requests: Complete client service tasks such as building searches, organizing workspaces, and conducting AI-assisted reviews.
• Advise Legal Teams: Translate platform capabilities into practical litigation workflows and provide attorneys with clear guidance regarding available tools, processes, and case strategies.
• Coordinate Across Teams: Partner with the Data Services team and other internal groups to address data requirements and ensure all project specifications are documented accurately before work begins.
• Triage and Resolve Issues: Identify technical and workflow issues, assist with resolution, and escalate problems through the appropriate internal process when necessary.
• Maintain Service Continuity: Document case status, outstanding issues, decisions, and handoff notes so client work can continue smoothly during team transitions.
• Oversee Case Handoffs: Maintain active oversight when transferring work to another team member to protect delivery quality and preserve the client relationship.
• Develop Product Expertise: Build deep knowledge of the platform, participate in product testing, and collect and communicate client feedback to the product team.
• Support Team Development: Contribute to internal Customer Success documentation, process resources, operational improvements, and thought leadership related to the use of artificial intelligence in litigation.

Qualifications

• At least four years of experience in a client-facing position, ideally within legal technology, litigation support, or a professional services environment.
• Professional litigation experience as an attorney, paralegal, or litigation support specialist.
• Firsthand understanding of the litigation lifecycle, including case assessment, document review, document production, and privilege review workflows.
• Demonstrated experience independently managing end-to-end case delivery rather than contributing only to a portion of a team project.
• Ability to communicate clearly and professionally with attorneys, partners, and other client stakeholders under pressure, both verbally and in writing.
• Hands-on experience using an eDiscovery platform such as Relativity, Everlaw, or a comparable system.
• Relativity certification or an equivalent professional certification is preferred.
• Proficiency with project management and customer relationship management tools such as Monday.com and HubSpot.
• Strong organizational discipline, including accurate documentation, deadline tracking, complete handoffs, and consistent project follow-through.
• Ability to learn new software tools systematically and quickly.
• Strong interest in AI-powered technology and its application to legal and litigation workflows.
• Ability to work independently, take ownership of assigned responsibilities, manage changing priorities, and remain composed in fast-moving client situations.

Benefits

• Medical insurance.
• Dental insurance.
• Vision insurance.
• Voluntary insurance options.
• Paid vacation.
• Paid sick leave.
• Paid holidays.
• Access to employee benefit counselors.
• Fitness class reimbursements.

Professional Growth

• Annual learning and professional development budget.
• Career growth opportunities within a rapidly expanding organization.