What are the responsibilities and job description for the Customer Success Manager position at ECFX?
Role Overview
The Customer Success Manager is responsible for ensuring clients achieve maximum value from ECFX’s products and services. This role blends client relationship management, technical support, and proactive problem-solving to drive customer satisfaction and retention.
Serve as a trusted partner to clients by proactively monitoring system performance, identifying and resolving issues, and driving seamless adoption and long-term success.
Key Responsibilities
Requirements
The Customer Success Manager is responsible for ensuring clients achieve maximum value from ECFX’s products and services. This role blends client relationship management, technical support, and proactive problem-solving to drive customer satisfaction and retention.
Serve as a trusted partner to clients by proactively monitoring system performance, identifying and resolving issues, and driving seamless adoption and long-term success.
Key Responsibilities
- Proactively monitor clients’ court notice processing queues to identify, assess, and resolve errors
- Build and maintain strong, long-term client relationships as an extension of their team
- Drive continuous improvement by identifying process gaps, standardizing best practices, and improving operational efficiency
- Develop deep expertise in ECFX products to deliver effective technical support and guidance
- Assist with onboarding and implementation of new clients, particularly on technical configuration and setup
- Partner with internal teams to escalate and resolve product issues efficiently
- Plan and deliver client training to drive adoption and self-sufficiency
- Communicate clearly with clients regarding system performance, issues, and resolutions
Requirements
- Bachelor’s degree in Business, Information Technology, or a related field (advanced degree a plus)
- 2 years of successful docketing or legal software support experience preferred
- Working knowledge of the legal technology ecosystem; familiarity with docketing and document management systems (DMS) preferred
- Strong client-facing communication skills with the ability to build trust across technical and non-technical stakeholders
- Demonstrated ability to lead cross-functional teams and manage multiple concurrent projects
- Excellent requirements-gathering and analytical skills—able to turn complex needs into clear plans, milestones, and action items
- Highly organized and detail-oriented, with strong documentation habits
- Comfortable operating in fast-paced, evolving environments; proactive problem-solver with sound judgment
- Customer-first mindset and a track record of delivering high-quality client experience
- Experience with project tools (e.g., Jira, Smartsheet), documentation tools (e.g., Confluence), and CRM platforms (Hubspot) preferred
- Remote Flexibility: A fully remote role accommodating every US time zone, Hawaii included.
- Work-Life Harmony: Embrace flexibility with our supportive approach to working hours.
- Comprehensive Coverage: Enjoy a suite of insurance options covering health, dental, vision, and life.
- Discretionary Time Off: We recognize the importance of maintaining a healthy work-life balance. Our innovative approach to time off includes a discretionary time off (DTO) policy. This means that, in addition to scheduled vacations and holidays, employees can take unplanned time off when needed, subject to supervisor approval. We understand that life happens and trust our team to manage their time effectively.
- Employee Stock Options/401K: Opportunity to participate in the company stock option and 401K plan
- Join the ECFX family to be at the forefront of legal industry innovation. Here, we're not just creating software but laying the tracks for a more streamlined, accessible legal framework.