Central Account Manager, Customer Success

Steno Agency, Inc.; United States; Hybrid; USD 75,000 - 85,000; Full time

Benefits offered by this job

Premium Medical, Dental & Vision

Wellness/Mental Health benefits

Flexible Paid Time Off

Equity options

401(k) plan

Home office stipend

Job summary

Steno is seeking an Account Manager to join our Customer Success team in the Central time zone. You will be the go‑to person for law firms, ensuring white‑glove, personalized service and seamless collaboration with Account Executives, Scheduling, Operations, Production, and Billing.

The role emphasizes relationship ownership, issue resolution, and proactive communication, with a focus on delivering outstanding client experiences and driving account success.

Qualifications

• 3+ years of experience in account management, customer success, or customer service

Responsibilities

• Be the primary day‑to‑day contact for your assigned firms, delivering white‑glove, personalized service
• Partner with Account Executives to stay aligned on account priorities and client concerns
• Review and coordinate deposition orders through daily quality checks to ensure accuracy
• Triage scheduling, rescheduling, and cancellation requests and route to the right teams
• Spot urgent requests and rally internal teams to meet deadlines
• Own first‑line issue resolution with clear documentation and follow‑up
• De‑escalate tough conversations with empathy and professionalism
• Keep clients informed with proactive updates and anticipate questions
• Share insights with AEs and leadership to fix root causes
• Educate clients on Steno products and best practices
• Join after‑hours coverage rotation for urgent deposition needs
• You have 3+ years of relevant experience and a client‑first mindset
• You communicate clearly in writing and by phone, even in difficult conversations
• You thrive in a fast‑paced environment with competing deadlines

Skills

Account management

Customer success

Client relationship

Attention to detail

Communication

Cross-functional collaboration

Job description

Steno is seeking an Account Manager to join our Customer Success team in the Central time zone. You will be the go‑to person for law firms, ensuring white‑glove, personalized service and seamless collaboration with Account Executives, Scheduling, Operations, Production, and Billing.

The role emphasizes relationship ownership, issue resolution, and proactive communication, with a focus on delivering outstanding client experiences and driving account success.