Client Services Specialist

Overview

Remote role in the United States supporting the Customer Success team.

This position serves as an expert at the intersection of litigation workflow and AI. You will provide front-line client delivery support for AmLaw 200 firms and Fortune 500 legal teams using the organization’s litigation platform. In this role, you will act as the named Customer Success (CS) account owner for an assigned client portfolio, managing case delivery end-to-end and partnering closely with the Sales Account Director.

Responsibilities

• Own your accounts: Serve as the named CS account owner for an assigned portfolio of clients, building trusted relationships and proactively escalating when clients are at risk.
• Partner with Sales: Work closely with the Sales Account Director, maintain a shared view of account status, and ensure consistent communication across the account team.
• Manage case delivery: Own end-to-end project management for active cases, including kickoffs, timelines, deliverables, client-facing status updates, and setting clear expectations on client-side dependencies.
• Execute client services work: Handle client services requests such as building searches, organizing workspaces, and executing AI-assisted reviews.
• Advise attorneys on workflow: Translate platform capabilities into case strategy and provide clear guidance on what is possible.
• Coordinate across teams: Partner with the Data Services team on data needs, ensuring requirements are documented accurately before work begins.
• Triage and resolve issues: Identify and help resolve technical or workflow issues as they arise, escalating through the appropriate process when needed.
• Build for continuity: Document case status, known issues, and handoff notes to ensure smooth transitions and protect delivery quality and the client relationship.
• Become a product expert: Develop deep expertise in the platform, capture and relay product feedback to the product team, and participate in product testing.
• Contribute to the team: Collaborate on internal CS documentation, process resources, and share thought leadership on the use of AI in litigation.

Requirements

• Litigation lifecycle knowledge: Firsthand understanding of case assessment, document review, production, and privilege workflows.
• Project ownership: Experience running end-to-end delivery on a case, not only contributing to a team output.
• Client-facing composure: Ability to communicate clearly with attorneys and partners under pressure, both in writing and in person.
• Technology fluency: Experience working with at least one eDiscovery platform such as Relativity, Everlaw, or similar; ability to adopt new tools systematically.
• Operational rigor: Documented work, tracked deadlines, and complete handoffs.

Preferred Qualifications

• 4+ years of experience in a client-facing role, ideally in legal tech, litigation support, or a professional services environment.
• Background in litigation as an attorney, paralegal, or litigation support professional.
• Hands-on experience with eDiscovery platforms; Relativity certification or equivalent preferred.
• Proficiency with project management and CRM tools such as Monday and HubSpot.
• High aptitude for learning new software tools and enthusiasm for AI-powered products.

Compensation & Benefits

• Compensation: Competitive base salary plus equity options.
• Benefits: Medical, dental, vision, and voluntary insurance options; vacation, sick leave, and paid holidays; access to benefit counselors; fitness class reimbursements.

Location

• United States – Remote
• Pay Range: $140,000—$150,000 USD

Equal Opportunity Employer

The organization is an equal opportunity employer and provides a fair and accessible hiring process. If you require accommodations during the application or interview stage, let them know.