Customer Success Manager, Court Reporting Experience Required

🕒 April 30

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Prevail Legal

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

☁️ SaaS

Legal • Artificial Intelligence • SaaS

Prevail Legal is an AI-assisted testimony management and court reporting platform specifically designed for legal proceedings. The company emphasizes unmatched data security, adhering to SOC 2 Type 2 and ISO 27001 standards, and offers modern solutions for court reporting. Their services include AI-powered transcription, transcript summaries, presentation and exhibit management tools, and powerful search and review capabilities. Prevail Legal is crafted to optimize legal workflows, providing comprehensive transcription and translation services in over 90 languages, and supports remote, hybrid, and in-person legal proceedings. The platform's features enhance case analysis and preparation through innovative technology and certified transcript delivery.

📋 Description

• Own a portfolio of law firm client relationships, serving as the primary point of contact throughout the client lifecycle • Lead client onboarding, ensuring smooth adoption of Prevail’s platform, workflows, and service standards • Conduct regular business reviews and proactive check-ins to surface needs, address concerns, and identify growth opportunities • Act as a trusted advisor by deeply understanding each client’s litigation support needs and aligning Prevail’s capabilities accordingly • Coordinate deposition session logistics in collaboration with the Operations team, ensuring all resources are confirmed and coverage is airtight • Monitor session delivery in real time; escalate and resolve issues related to court reporters, videographers, interpreters, and support • Step in as needed to assign resources, confirm coverage, or resolve job-related conflicts to protect client experience • Oversee post-session processes, including transcript delivery, quality review, and follow-up communications • Partner with Operations, Sales, and the Transcript/Certification teams to ensure seamless coordination across the client journey • Surface client feedback and recurring issues to internal stakeholders, advocating for product and process improvements • Collaborate with the Dev team to communicate client-facing feature requests and platform updates • Maintain accurate client data and session records within Prevail’s case management and CRM systems • Uphold and enforce Prevail’s quality standards for all service partners including court reporters, videographers, and interpreters • Identify performance trends and escalate service partner concerns through the appropriate channels • Ensure compliance with client-specific preferences, transcript formatting standards, and SLA commitments

🎯 Requirements

• 3+ years of experience in customer success, account management, or client services — preferably in legal, court reporting, or litigation support • Demonstrated ability to manage multiple client relationships simultaneously in a fast-paced, deadline-driven environment • Strong written and verbal communication skills with a professional, client-first presence • Proven track record of problem-solving under pressure and resolving operational issues quickly and effectively • Comfort working across cross-functional teams including Operations, Sales, and Development • Preferred: Experience with legal technology platforms, deposition management systems, and court reporting operations • Preferred: Familiarity with litigation support workflows including resources allocation and assignment, transcript certification, videography, and remote deposition technology • Preferred: Exposure to tools such as Reporter Base, CRM platforms, or case management software • Preferred: Bilingual candidates are a plus

🏖️ Benefits

• Comprehensive benefits plan including medical, dental, vision, 401(k), life insurance, and short-term disability • Five weeks of PTO, all Federal Holidays, and Parental Leave • Generous continued education allowance • Employee stock option plan • Remote-first environment • Open, diverse, and respectful working culture