Senior Account Manager, Customer Success (West)Full-Time, Remote / Salary, Exempt / Includes Benefits, PTO, Flexible Schedule, Equity
On a regular basis you will- Be the primary day-to-day contact for your assigned AmLaw firms, delivering white-glove, personalized service shaped around each firm's preferences and workflows
- Partner with Account Executives to stay aligned on account priorities, client concerns, and opportunities to grow and improve the relationship
- Review and coordinate deposition orders through daily quality checks, making sure jobs are entered accurately and tied to the right firm and location
- Triage scheduling, rescheduling, and cancellation requests, routing them to the right teams and following through until they're done
- Spot urgent and expedited requests, communicate the urgency clearly, and rally internal teams to meet client deadlines
- Own first-line issue resolution, managing tickets with clear documentation, prioritization, and follow-up, and escalating high-impact issues to the right people
- De-escalate tough conversations with empathy and professionalism, then confirm the fix landed and the client is happy
- Keep clients informed with proactive updates and get ahead of questions before they become concerns
- Share what you're seeing, from recurring errors and ticket trends to shifts in client sentiment, with AEs and leadership, and help fix root causes
- Educate clients on Steno's products, services, and best practices, and flag opportunities for firms to get even more from our technology
- Pitch in on scheduling inboxes and ticket queues during high-volume periods, and join our after-hours coverage rotation for urgent, last-minute deposition needs
You're gonna crush it if- You have 3+ years of experience in account management, customer success, or customer service in the legal industry
- You have a client-first mindset and a track record of delivering responsive, dependable, high-touch service
- You're known for your attention to detail and can catch discrepancies in job details, firm and location assignments, scheduling information, and documented preferences
- You communicate clearly and confidently in writing and by phone, including through difficult conversations
- You thrive in a fast-paced environment, prioritizing competing deadlines and urgent requests without dropping the ball
- You think critically, dig into root causes, and know when to escalate
- You're comfortable moving between multiple platforms and using data to spot trends and make decisions
- You take ownership, hand off cleanly, and see issues through to resolution
- You're adaptable, collaborative, and energized by a changing workload
- You're available to participate in after-hours coverage when needed
- You're available to work core business hours in the Pacific timezone
Compensation & Benefits- Pay - $85,000-$95,000
- Premium Medical, Dental, & Vision Coverage - options for you and your family, with 100% of premiums covered for some plans - well above industry benchmarks
- Wellness/Mental Health - shared benefits to be used among employees and families
- Flexible Paid Time Off - allowing employees to find balance in their lives
- Options of Equity - we know our success is nothing without our team
- Access to a company-provided 401(k) account
- A home office setup and a monthly stipend to offset internet and phone costs
Application Information 
