Director of Client Services

Overview

This role leads the Client Services function, managing a team of Client Services Specialists who support AmLaw 200 firms and Fortune 500 legal departments in running complex cases. You will own the quality, consistency, and delivery of case execution across the customer base, set delivery standards, build the team and operational infrastructure to sustain quality at scale, and serve as the first leadership escalation point for strategic client relationships.

Responsibilities

• Lead case delivery: Own the quality and consistency of case delivery across all active client accounts, with delivery standards that remain consistent regardless of account size.
• Build and develop the team: Hire, manage, and develop Client Services Specialists; coach to specific delivery behaviors; hold the team accountable.
• Become a product expert: Develop deep expertise in the litigation platform and act as a product knowledge resource for the Client Services team, including training, escalation decisions, and delivery quality.
• Establish delivery standards: Define and document playbooks, delivery standards, and escalation protocols to make case execution repeatable and defensible.
• Manage capacity: Develop a capacity model and staffing plan that absorbs growth without degrading quality or burning out talent.
• Serve as the first leadership escalation point: Lead strategic client conversations with peer-level client leaders, including escalation conversations, delivery reviews, and executive briefings.
• Partner with CS Operations: Collaborate with CS Ops to build reporting and tooling infrastructure that provides visibility into case status, team capacity, and delivery risk.
• Drive retention and expansion: Deliver a client experience that builds confidence in the platform and team, with a focus on how delivery quality contributes to retention and expansion.

Requirements

• Legal services delivery leadership: Led teams delivering litigation support, eDiscovery, or legal technology services at enterprise scale, with quality accountability (not just operational oversight).
• Litigation lifecycle knowledge: Understand case delivery from the inside, including case assessment, document review, production, and expected delivery standards.
• People management depth: Hired, developed, and performance-managed delivery professionals in a demanding, client-facing environment.
• Operational rigor: Built playbooks and escalation processes that enable high standards without relying on individual “heroics.”
• Client-facing composure: Managed difficult client conversations, including missed deadlines, data issues, and escalations, with directness and professionalism.
• Capacity planning: Modeled team workload, identified bottlenecks ahead of time, and built staffing plans to sustain quality as volume grows.
• Revenue awareness: Understand how delivery quality connects to retention and expansion; partner with Sales to keep client health visible, surface expansion signals, and act on both.

Preferred Qualifications

• Relativity RCA or equivalent certification is a strong plus.

Experience & Qualifications

• 6+ years in litigation support, eDiscovery services, or legal technology delivery, with 3+ years managing a client-facing delivery team.
• Demonstrated experience leading enterprise legal services delivery at law firms, litigation support companies, or legal technology vendors.
• Deep familiarity with eDiscovery platforms such as Relativity, Everlaw, or similar, and EDRM lifecycle operations.
• Experience building delivery playbooks and operational standards for complex, multi-case environments.
• Bachelor’s degree required.

Compensation & Benefits

• Compensation: Competitive base salary + equity options.
• Benefits: Medical, dental, vision, and voluntary insurance options; vacation, sick leave, and paid holidays; access to benefit counselors and fitness class reimbursements.
• Pay range (United States - Remote): $150,000—$180,000 USD

Location

• United States — Remote

Equal Opportunity Employer

The employer is an equal opportunity employer and is committed to providing a fair and accessible hiring process. If accommodations are needed during the application or interview stage, accommodations can be requested.