Client Success Lead

🕒 May 18

🏄 California, Colorado, +3 more states – Remote

🏄 California – Remote ⛰️ Colorado – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote ☕ Washington – Remote

💵 $100k - $115k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Modern Family Law

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2004

👥 B2C

B2C

Modern Family Law is a forward-thinking, tech-savvy, and compassionate family law firm that helps individuals and families navigate divorce, custody, support, and related family-law matters. The firm emphasizes cost-effective, technology-driven services (including calculators, a Resource Center, and flexible billing/SimpleStart retainers), operates across multiple U. S. locations, and supports career development through LLP support and a post-bar clerk mentorship program.

📋 Description

• The Client Success & Resolution Lead plays a critical role in advancing Modern Family Law’s mission, vision, and values by improving the overall client experience and strengthening client satisfaction across the firm. • Serve as a strategic operational partner responsible for proactively identifying and addressing client concerns before they escalate into formal disputes or complaints. • Acts as a central point of coordination between clients, attorneys, finance, and operational teams to ensure concerns are handled professionally, consistently, and in alignment with the firm’s standards of service and client care. • Help establish consistent client experience standards, improve operational accountability, and support long-term client trust and retention. • Monitor and identify recurring client concerns, operational friction points, communication breakdowns, and billing-related dissatisfaction. • Develop proactive risk indicators and escalation protocols to identify at-risk client matters early in the process. • Conduct detailed reviews and root cause analysis to determine the underlying drivers of disputes, complaints, or negative client experiences. • Analyze trends across offices, legal teams, billing practices, and operational workflows to identify systemic issues and opportunities for improvement. • Identify recurring themes and provide leadership with actionable recommendations to improve communication standards, service delivery, billing transparency, and operational consistency across the firm.

🎯 Requirements

• Advanced Excel and data analysis skills. • Experience with Salesforce, case management, and workflow systems. • Strong financial understanding including retainers, billing structures, collections, and AR impact. • Experience interpreting operational and financial reporting. • Process mapping and root cause analysis capabilities. • Ability to build and maintain KPI dashboards and reporting tools. • High emotional intelligence and professionalism. • Conflict resolution and de-escalation expertise. • Strong communication skills with the ability to work effectively with clients, attorneys, and cross-functional departments. • Strong ownership mentality and accountability. • Critical thinking, sound judgment, and pattern recognition. • Ability to navigate emotionally sensitive situations with composure and professionalism. • Excellent organizational and prioritization skills, with the ability to manage multiple initiatives simultaneously. • Flexibility and ability to respond quickly and positively to shifting demands. • Ability to manage deadlines and shifting priorities in a fast-paced environment. • Bachelor’s degree required in finance, business, communications, operations, or a related field. • MBA, advanced degree, or relevant certifications are preferred. • Certifications in conflict resolution, customer experience, or operations management are a plus.

🏖️ Benefits

• Health Care Plan (Medical, Dental & Vision) • Retirement Plan (401k, IRA) • Life Insurance (Basic, Voluntary & AD&D) • Paid Time Off (Vacation, Sick & Public Holidays) • Short Term & Long Term Disability • Training & Development • Eligible for Work From Anywhere after 6 months