Docketly-Customer Success Manager

Docketly, a provider of software and a nationwide network of stand-in attorneys for the creditor’s rights industry, is hiring a Customer Success Manager. The role manages enterprise law firm client outcomes, satisfaction, and growth, while onboarding new clients and supporting technical integrations.

Responsibilities:

• You'll own a portfolio of enterprise law firm clients their outcomes, their satisfaction, and their growth
• This isn't a hand-holding role
• You'll be the one spotting risks before they become problems, digging into data to find the story, and showing up to client conversations with answers, not just updates
• About 80% of your time goes deep on existing accounts; the other 20% is bringing new clients online, including the technical integration work that makes it all run
• You're running weekly account analysis across volume, pricing, coverage, and outcomes and turning that into action, not just a report
• You're leading quarterly business reviews with firm leadership, managing escalations when things go sideways, and finding expansion opportunities when they're ready for more
• On the technical side, you're setting up EDI and API integrations: field mapping, SFTP access, result codes, the works
• You're also expected to use AI tools constantly for analysis, for drafting, for spotting account risk earlier than you could manually
• This is an AI-first company, and that's not a buzzword here

Requirements:

• Have 3–5 years in customer success, account management, or a client-facing ops role with an analytical edge
• Can independently dig into data, find the trend, and communicate it clearly — even when the picture is messy
• Already reach for AI tools first and can show examples of it
• Are comfortable with dashboards and BI tools (we use Metabase)
• Can run a tight client meeting and write a crisp follow-up
• Stay organized across a full portfolio without losing track of what matters most
• EDI, SFTP, or technical onboarding experience
• Building prompts or automations with AI tools
• Legal industry or legal tech background
• SOPs, escalation frameworks, or internal knowledge bases you've built from scratch