Docketly-Customer Success Manager

OpenKrill; United States; Remote; USD 70,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) matching

Paid time off

Paid holidays

Floating holidays

Life insurance

AD&D

Long-term disability

FSA/HSA

Employee assistance program

Pet insurance

Job summary

OpenKrill is seeking a results-driven Customer Success Manager to own a portfolio of enterprise law firm clients, driving outcomes, satisfaction, and growth. You’ll dig into data, spot risks before they become problems, and bring answers to client conversations rather than updates.

80% of your time focuses on existing accounts, with 20% on acquiring new clients, including the technical integration work that makes it all run.

Qualifications

• 3–5 years in customer success, account management, or client-facing ops with an analytical edge.
• Ability to independently dig into data, find trends, and communicate them clearly.
• Proactive use of AI tools for analysis and drafting.

Responsibilities

• Lead weekly account analysis on volume, pricing, coverage, and outcomes and translate into action.
• Hold quarterly business reviews with firm leadership and manage escalation when needed.
• Identify and develop expansion opportunities within existing accounts.
• Oversee technical integrations including EDI and API setups (field mapping, SFTP, result codes).

Skills

Customer success

Data analysis

AI tooling

BI dashboards

Tools

Metabase

Slack

Intercom

Jira

Docketly

Job description

Job Overview:

You'll own a portfolio of enterprise law firm clients their outcomes, their satisfaction, and their growth. This isn't a hand-holding role. You'll be the one spotting risks before they become problems, digging into data to find the story, and showing up to client conversations with answers, not just updates.

About 80% of your time goes deep on existing accounts; the other 20% is bringing new clients online, including the technical integration work that makes it all run.

What the day-to-day looks like

You're running weekly account analysis across volume, pricing, coverage, and outcomes and turning that into action, not just a report. You're leading quarterly business reviews with firm leadership, managing escalations when things go sideways, and finding expansion opportunities when they're ready for more. On the technical side, you're setting up EDI and API integrations: field mapping, SFTP access, result codes, the works.

You're also expected to use AI tools constantly for analysis, for drafting, for spotting account risk earlier that you could manually. This is an AI-first company, and that's not a buzzword here.

You'll thrive here if you

• Have 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
• Are comfortable with dashboards and BI tools (we use Metabase)
• 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

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

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

Work Environment:

• Casual, open-plan office. Full-time in-office schedule, Monday through Friday.
• Agile working model with daily huddles, weekly Client Review, and monthly management reviews.
• Infrequent travel possible for client visits or industry events.

Tools you'll use: Metabase, Slack, Intercom, Jira, the Docketly platform, and whatever AI tools help you move faster.

Salary Range: $70,000-$80,000 depending on experience

Schedule: Monday through Friday, Remote