We are seeking a strategic, hands-on Client Success Manager to own and elevate the end-to-end client experience for our law firm partners. This executive leader will be accountable for driving exceptional onboarding, long-term client retention, operational excellence, and measurable client outcomes at scale.
The ideal candidate blends senior-level client leadership with operational rigor and data-driven decision-making and brings a strong understanding of how law firms operate, grow, and scale.
Key Responsibilities
Client Success & Experience
Own and continuously optimize the full client lifecycle, from onboarding through long-term partnership, renewal, and expansion.
Design and lead structured onboarding programs that drive rapid adoption, clear value realization, and high client satisfaction.
Build and maintain trusted, executive-level relationships with law firm leadership and key stakeholders.
Leverage client data and performance metrics to identify trends, risks, and opportunities to improve retention and outcomes.
Establish clear success metrics, feedback loops, and reporting frameworks to continuously improve the client experience.
Leadership & Team Management
Build, lead, and mentor a high-performing Client Success organization, including managers and specialists.
Foster a culture of accountability, collaboration, and excellence aligned with company values.
Recruit, train, and develop top-tier talent to support growth and scalability.
Operations & Strategy
Develop and implement scalable systems, processes, and policies that drive operational efficiency and consistency.
Partner with executive leadership to define and execute the company’s client success strategy and long-term objectives.
Analyze performance data to inform strategic decisions, continuous improvement, and growth initiatives.
Manage budgets and resources responsibly, ensuring profitability and operational discipline.
Cross-Functional Collaboration
Partner closely with Sales to support renewals, expansion opportunities, and revenue growth.
Ensure strong post-sale execution to support sales targets and client expectations.
Collaborate with Product, Operations, and Leadership teams to align client needs with company strategy and roadmap.
Core Values Alignment
Lead and operate in full alignment with Stafi’s core values:
be reliable, work hard, have fun, care deeply, be passionate, take initiative, collaborate, and demonstrate loyalty.
Qualifications & Experience
8+ years of progressive leadership experience in Client Success, Operations, or Customer Experience.
Proven track record of building, managing, and scaling high-performing client success teams.
Strong understanding of law firm operations, legal services, or comparable professional services environments.
Demonstrated ability to analyze performance data, identify trends and risks, and translate insights into strategic action.
Executive-level communication and relationship-building skills, with the ability to influence senior internal and external stakeholders.
Experience designing and implementing processes, systems, and teams from the ground up is highly preferred.