Key skills
Docketing software supportLegal technology ecosystemDocument management systemsProject management toolsDocumentation toolsCRM platformsClient-facing communicationAnalytical skillsProactive problem solvingCustomer-first mindsetCRMJiraConfluenceCommunicationCustomer Success
About this role
ECFX is a company focused on legal industry innovation, and they are seeking a Customer Success Manager to ensure clients achieve maximum value from their products and services. This role involves client relationship management, technical support, and proactive problem-solving to drive customer satisfaction and retention.
Responsibilities:
- Proactively monitor clients' court notice processing queues to identify, assess, and resolve errors
- Build and maintain strong, long-term client relationships as an extension of their team
- Drive continuous improvement by identifying process gaps, standardizing best practices, and improving operational efficiency
- Develop deep expertise in ECFX products to deliver effective technical support and guidance
- Assist with onboarding and implementation of new clients, particularly on technical configuration and setup
- Partner with internal teams to escalate and resolve product issues efficiently
- Plan and deliver client training to drive adoption and self-sufficiency
- Communicate clearly with clients regarding system performance, issues, and resolutions
- Support ongoing client success by identifying opportunities to improve usage and outcomes
Requirements:
- Bachelor's degree in Business, Information Technology, or a related field (advanced degree a plus)
- Strong client-facing communication skills with the ability to build trust across technical and non-technical stakeholders
- Demonstrated ability to lead cross-functional teams and manage multiple concurrent projects
- Excellent requirements-gathering and analytical skills—able to turn complex needs into clear plans, milestones, and action items
- Highly organized and detail-oriented, with strong documentation habits
- Comfortable operating in fast-paced, evolving environments; proactive problem-solver with sound judgment
- Customer-first mindset and a track record of delivering high-quality client experience
- 2+ years of successful docketing or legal software support experience preferred
- Working knowledge of the legal technology ecosystem; familiarity with docketing and document management systems (DMS) preferred
- Experience with project tools (e.g., Jira, Smartsheet), documentation tools (e.g., Confluence), and CRM platforms (Hubspot) preferred