Central Account Manager: High-Touch Legal Client Success

Steno; United States; Remote; 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 setup stipend

Job summary

Steno is seeking a customer success/account manager to serve as the primary day-to-day contact for assigned firms, delivering tailored, white-glove service. You will partner with Account Executives to align on priorities, review deposition orders, and triage scheduling.

You will own first-line issue resolution, communicate clearly, and use data to spot trends while educating clients on Steno’s products. This role supports core hours in the Central Timezone and may require after-hours coverage.

Qualifications

• 3+ years in account management, customer success, or customer service
• Client-first mindset delivering responsive, high-touch service
• Attention to detail and ability to spot discrepancies in job details and assignments
• Clear written and spoken communication, including difficult conversations
• Thrives in a fast-paced environment with competing deadlines
• Able to move between platforms and use data to spot trends
• Owns issues and sees them through to resolution
• Adaptable, collaborative, and comfortable with changing workload
• Available for core hours in the Central Timezone
• Available for after-hours coverage when needed

Responsibilities

• Be the primary day-to-day contact for assigned 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

Skills

Account management

Customer success

Attention to detail

Communication

Time management

Data analysis

Ownership

Collaboration

After-hours availability

Central Timezone

Job description

Steno is seeking a customer success/account manager to serve as the primary day-to-day contact for assigned firms, delivering tailored, white-glove service. You will partner with Account Executives to align on priorities, review deposition orders, and triage scheduling.

You will own first-line issue resolution, communicate clearly, and use data to spot trends while educating clients on Steno’s products. This role supports core hours in the Central Timezone and may require after-hours coverage.