Client Success Manager (Hybrid)

Social Leverage; Scottsdale (AZ); On-site; USD 65,000 - 90,000; Full time

Job summary

Flare is seeking a proactive Customer Success Manager to drive client experience and case progression in family law matters. You will own the client relationship, resolve escalations with empathy, and partner with attorneys to anticipate needs and drive growth.

You will identify workflow improvements, coordinate with internal teams, and track client success metrics to inform leadership decisions. This role thrives in fast-paced environments and requires a tech-forward mindset.

Qualifications

• 1-2+ years in a client-facing role (customer success, case management, or similar).
• Strong ownership mindset; takes initiative to push cases forward.
• Client-obsessed, proactive problem solver, empathetic in communications.

Responsibilities

• Own case progression from intake to resolution, guiding attorneys and clients through timelines.
• Conduct regular case reviews with attorneys to ensure deadlines are met.
• Communicate updates to clients and attorneys; gather information and keep all informed.

Skills

Client-facing

Ownership mindset

Customer obsession

Creative problem-solving

Relationship builder

Time management

Tech-forward

Data-driven

Excellent communicator

Collaborative team player

Job description

We believe everyone deserves access to the legal care they need. Funded by leading VC firms, Flare (formerly Themis-Tech) leads the way in legal technology.

At Flare, we're transforming how clients and attorneys work together with one goal: to make legal services accessible and transparent. Our B2C platforms embody our vision of intuitive and empowering legal processes. With our comprehensive case management system for attorneys and intuitive case tracking tool for clients, we help attorneys handle cases more efficiently while keeping clients informed at every step of their legal journey. This innovative approach sets us apart, offering a unique opportunity to redefine the legal service experience.

Are you a proactive, tech-savvy, client-obsessed professional who wants to redefine what it means to support clients and attorneys? Do you thrive in fast-paced environments and enjoy solving complex problems creatively? Then this is the role for you.

As a Customer Success Manager at Flare, you'll be the strategic driver of client experience and case progression - leading clients through family law matters and ensuring cases move smoothly and efficiently. You'll own the client relationship, resolve escalations with empathy, and partner closely with attorneys to anticipate needs, maximize capacity, and drive growth. This role requires exercising independent judgment in managing client relationships, case workflows, and operational improvements.

Requirements

What You’ll Do

• Own case progression from intake to resolution, driving case momentum and using discretion to determine next steps, engaging attorneys at key decision points and when legal input is required.
• Conduct regular case reviews with attorneys to ensure deadlines are met and cases are on track.
• Communicate consistently with clients and attorneys to provide updates, gather information, and keep everyone informed - anticipating issues before they arise.
• Identify legal workflow needs and ensure drafting, filing, and legal research are executed efficiently. Exercise judgment in prioritizing and anticipating what is needed for the case, drafting and managing case documents and filings for attorney review, and researching case-related information and law to support attorney strategy and case progression.
• Identify and resolve bottlenecks or obstacles creatively, ensuring cases move efficiently and recommending process improvements.
• Support attorneys as a strategic partner by anticipating their needs, enabling them to take on more business and drive growth.
• Spot repeat business opportunities and advocate for clients while supporting attorneys' goals.
• Collaborate with internal teams to push client cases forward and improve operational efficiency.
• Track and report on client success metrics to inform and advise leadership decisions.

Who You Are

Must-Haves

• 1-2+ years of experience in a client-facing role (customer success, case management, client services, or similar) - you've owned relationships and outcomes, not just tasks.
• Strong ownership mindset - you dive in, take initiative, and push cases forward without waiting for direction.
• Client-obsessed and always trying to stay one step ahead - you're energized by supporting people, proactively solving problems, and delivering a smooth and empathetic experience.
• Creative problem-solver - you view obstacles as challenges to overcome and opportunities to innovate.
• Relationship builder - you earn trust with clients and attorneys while providing proactive support.
• Thrives in high-volume, fast-paced environments with excellent time management and prioritization skills.
• Tech-forward - comfortable adopting new tools and integrating AI or other platforms into your workflows.
• Metric-driven and competitive - excited to analyze data, influence outcomes, and report on client experience metrics.
• Excellent communicator - written and verbal, adaptable between professional and approachable tones.
• Collaborative team player - willing to help teammates, share knowledge, and contribute to a positive culture.

Nice-to-Haves

• Legal experience in filings, court procedures, or family law.
• Law firm or Legal Admin/Paralegal experience.