Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
- 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)
- Experience with project tools (e.g., Jira, Smartsheet), documentation tools (e.g., Confluence), and CRM platforms (Hubspot)
Benefits
- Remote Flexibility: A fully remote role accommodating every US time zone, Hawaii included.
- Work-Life Harmony: Embrace flexibility with our supportive approach to working hours.
- Comprehensive Coverage: Enjoy a suite of insurance options covering health, dental, vision, and life.
- Discretionary Time Off: We recognize the importance of maintaining a healthy work-life balance. Our innovative approach to time off includes a discretionary time off (DTO) policy. This means that, in addition to scheduled vacations and holidays, employees can take unplanned time off when needed, subject to supervisor approval. We understand that life happens and trust our team to manage their time effectively.
- Employee Stock Options/401K: Opportunity to participate in the company stock option and 401K plan
Company Overview