Customer Success Manager (Court Reporting Experience Required)

About the role

A well-funded startup founded in San Francisco, our workforce includes a diverse collection of individuals located across the country. Our first-of-its-kind platform combines secure video conferencing with a collection of intuitive tools developed for conducting remote, in-person, and hybrid legal proceedings. Join us in disrupting the legal industry and beyond while working alongside our talented team!

Key Responsibilities

• Client Relationship Management
• 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
• Session & Service Operations
• Cook up deposition session logistics in collaboration with the Operations team, ensuring all resources are confirmed and coverage is airtight
• Maintain a watchful eye on 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
• Cross-Functional Collaboration
• 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
• Service Quality & Standards
• 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

Qualifications

• 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

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

Pay

The pay range for this salary position is $65,000 - 70,000/yr. However, the pay offered may vary depending on job-related knowledge, skills, and experience.