Customer Success Manager

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 enhance 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)
• 2+ years of successful docketing or legal software support experience
• Working knowledge of the legal technology ecosystem; familiarity with docketing and document management systems (DMS)
• 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
• Experience with project tools (e.g., Jira, Smartsheet), documentation tools (e.g., Confluence), and CRM platforms (Hubspot)