Docketly-Customer Success Manager

About the role

Docketly, sister company to ABC Legal Services, is a growing company in Longmont, Colorado. We make hiring a stand-in attorney easy, fast, and safe for the creditor's rights industry.

Responsibilities

• Own a portfolio of enterprise law firm clients – their outcomes, their satisfaction, and their growth.
• Spot risks before they become problems, dig into data to find the story, and show up to client conversations with answers, not just updates.
• Run weekly account analysis across volume, pricing, coverage, and outcomes – turning that into action, not just a report.
• Lead quarterly business reviews with firm leadership.
• Manage escalations when things go sideways.
• Find expansion opportunities when they're ready for more.
• Set up EDI and API integrations: field mapping, SFTP access, result codes, the works.
• Use AI tools constantly for analysis, drafting, and spotting account risk earlier than manually possible.

Requirements

• 3–5 years in customer success, account management, or a client-facing ops role with an analytical edge.
• Can independently dig into data, find the trend, and communicate it clearly – even when the picture is messy.
• Already reach for AI tools first and can show examples of it.
• Can run a tight client meeting and write a crisp follow-up.
• Stay organized across a full portfolio without losing track of what matters most.

Qualifications

• Bonus points for EDI, SFTP, or technical onboarding experience.
• Building prompts or automations with AI tools.
• Legal industry or legal tech background.
• SOPs, escalation frameworks, or internal knowledge bases you've built from scratch.

Skills

• Metabase.
• Slack.
• Intercom.
• Jira.
• The Docketly platform.
• Azure Cognitive Services (AI tools).

Benefits

• Health, Dental, Vision insurance.
• 401(k) with company matching.
• Paid time off.
• 7 Paid company holidays.
• 4 Floating holidays per-year.
• Life Insurance and AD&D Insurance.
• Long Term Disability.
• Health Care Reimbursement.
• Flexible Spending Account.
• Dependent Care Flexible Spending Account.
• EAP (Employee Assistance Program).
• Pet Insurance.

Pay

$70,000-$80,000 depending on experience.

Schedule

Monday through Friday, this position is full-time in Docketly's HQ Office in Longmont, Colorado.