Client Services Manager

About the Company

Gravis Law was built on a simple idea: law shouldn't be complicated. Since 2013, we've grown into a multi-location, multi-practice firm — and we've done it by putting clients and people first, every step of the way.

About the Role

We're looking for a Client Services Manager to take lead of the communications and client intake function across the firm. You'll manage people, own processes, and have a direct line to executive leadership. If you're someone who runs toward operational complexity rather than away from it, and you care deeply about both team performance and client experience, this might be your next move.

Responsibilities

• Day-to-day operations: You'll keep the engine running. That means overseeing all communications inboxes (info, leads, comms, VMS), managing lead tracking and follow-up, monitoring internal communication channels between our legal teams and phone teams, confirming staffing coverage each morning, and staying on top of call tracking. You'll also audit team performance regularly.
• Team leadership & development: You'll lead a team of Client Services Coordinators — running weekly team meetings, conducting onboarding for new staff, and holding monthly 1:1s focused on KPIs and growth.
• Cross-functional collaboration: Each week you'll prepare reports for the CGO, audit attorney schedules to catch conflicts before they become problems, and participate in cross-departmental team meetings. Monthly, you'll meet with your counterpart on the marketing team and the CGO to review lead quality, conversions, and budget performance — ensuring the day-to-day execution of client intake and communications stays on track with firm-level goals. You'll also organize and host brown bag sessions with attorneys across the firm to strengthen the connection between legal staff and the client services team.
• Systems & process ownership: You'll be a key player in the firm's HubSpot transition — guiding QA testing, ensuring process alignment, and keeping the team calibrated on what's changing and why. As we build toward a more technology-forward intake and communications model, you'll help lead that evolution — identifying where automation can improve the client experience and where human judgment still matters most.

Qualifications

• 3 years in communications, operations, client services, or a closely related field
• Experience leading or coaching a team — formally or informally
• Comfortable with CRM platforms (HubSpot preferred) and call tracking or lead management tools
• Exceptional organizational skills; you can manage competing inboxes, workflows, and deadlines without dropping the ball
• Strong communicator — written and verbal — who can flex between attorneys, coordinators, and executives
• Legal industry experience is a plus, not a prerequisite
• Self-directed, process-minded, and proactive — you don't wait to be told what needs fixing
• Comfortable working alongside AI-assisted tools and automation — you understand that technology is changing how client communications and intake work, and you're energized by that, not unsettled by it
• Experience with or curiosity about AI tools in a business or legal context (chatbots, automated lead workflows, AI-assisted scheduling, etc.) is a genuine plus

Why Gravis: We're not a firm that talks about culture and then ignores it. We're transparent with our team, intentional about growth, and serious about building something people actually want to be part of.