About the role
Job Description Job Description: Client Success Manager
Location: Boulder, CO
- On-site, Remote
About Docketly Docketly, sister company to ABC Legal Services, is a growing company in Longmont, Colorado. For the creditor's rights industry, we make hiring a stand-in attorney easy, fast, and safe. By combining our own software with a nationwide network of attorneys, we have redefined what's possible for the legal services industry.
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
- Running weekly account analysis across volume, pricing, coverage, and outcomes and turning that into action, not just a report.
- Leading quarterly business reviews with firm leadership.
- Managing escalations when things go sideways.
- Finding expansion opportunities when clients are ready for more.
- Setting up EDI and API integrations (field mapping, SFTP access, result codes, etc.).
- Using AI tools constantly for analysis, drafting, and spotting account risk earlier than manually possible.
Note: 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 built from scratch.
Tools You'll Use Metabase, Slack, Intercom, Jira, the Docketly platform, and whatever AI tools help you move faster.
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.
Salary Range $70,000 - $80,000 depending on experience
Schedule Monday through Friday, this position is full-time in Docketly's HQ Office in Longmont, Colorado.
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