Senior Account Manager - West

Steno Agency, Inc.; United States; Remote; USD 85,000 - 95,000; Full time

Benefits offered by this job

Premium Medical, Dental & Vision

Wellness/Mental Health benefits

Flexible Paid Time Off

Equity opportunities

401(k) plan

Home office setup stipend

Job summary

Steno Agency, Inc. is seeking a Senior Account Manager, Customer Success (West) to be the main point of contact for AmLaw firms, ensuring exceptional service and seamless collaboration with AEs, Scheduling, Operations and Billing.

The role emphasizes client relationships, problem anticipation, and proactive communication, with after-hours coverage and willingness to work Pacific hours in a fast-paced setting.

Qualifications

• 3+ years of experience in account management, customer success, or customer service in the legal industry.
• Client-first mindset with high-touch, responsive service.
• Strong written and verbal communication, including difficult conversations.
• Ability to manage multiple platforms and analyze trends.

Responsibilities

• Be the primary day-to-day contact for assigned AmLaw firms with white-glove, personalized service.
• Collaborate with Account Executives to align on priorities and opportunities.
• Review and coordinate deposition orders with quality checks.
• Triage scheduling, rescheduling, and cancellations and route to teams.
• Spot urgent requests, communicate urgency, and meet deadlines.
• Own first-line issue resolution with clear documentation and escalation as needed.
• De-escalate conversations and confirm issues are resolved to client satisfaction.
• Educate clients on Steno's products and best practices.
• Participate in after-hours coverage during high-volume periods.

Skills

Account management

Customer success

Legal industry knowledge

Communication

Job description

Senior Account Manager, Customer Success (West)

Steno is growing! We're looking for a Senior Account Manager to join our Customer Success team, the people who make sure every law firm we partner with feels like they're in the best possible hands. You'll be the go-to person for your AmLaw firms, the one they trust to get it right, and the glue between our clients, Account Executives, and the teams behind every deposition. We're a diverse team from all over the country (and beyond) and we're crazy about redefining the boundaries of an outdated industry.

Who are you?

You're the person clients are relieved to hear from. You remember that one firm wants the exhibits sent a certain way and that another always needs things yesterday, and you handle both without breaking a sweat. You're detail-obsessed, calm when a deposition is on the line, and happiest when you've spotted a problem before anyone else knew it existed. You like owning things through to the finish, you love building real relationships, and you know how to balance a busy inbox with the bigger picture. In this role, you'll be both a trusted relationship owner and an operational partner, working side by side with Account Executives, Scheduling, Operations, Production, and Billing. This role reports to the Customer Success leadership team.

On a regular basis you will

• Be the primary day-to-day contact for your assigned AmLaw 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
• You have 3+ years of experience in account management, customer success, or customer service in the legal industry
• You have a client-first mindset and a track record of delivering responsive, dependable, high-touch service
• You're known for your attention to detail and can catch discrepancies in job details, firm and location assignments, scheduling information, and documented preferences
• You communicate clearly and confidently in writing and by phone, including through difficult conversations
• You thrive in a fast-paced environment, prioritizing competing deadlines and urgent requests without dropping the ball
• You think critically, dig into root causes, and know when to **escalate**
• You're comfortable moving between multiple platforms and using data to spot trends and make decisions
• You take ownership, hand off cleanly, and see issues through to resolution
• You're adaptable, collaborative, and energized by a changing workload
• You're available to participate in after-hours coverage when needed
• You're available to work core business hours in the Pacific timezone
• Pay - $85,000-$95,000
• Premium Medical, Dental, & Vision Coverage – options for you and your family, with 100% of premiums covered for some plans – well above industry benchmarks
• Wellness/Mental Health - shared benefits to be used among employees and families
• Flexible Paid Time Off - allowing employees to find balance in their lives
• Options of Equity - we know our success is nothing without our team
• Access to a company-provided 401(k) account
• A home office setup and a monthly stipend to offset internet and phone costs