Director of Client Services

About Tort Experts

At Tort Experts, we are redefining the landscape of performance marketing in the legal sector. Our mission is to democratize access to information for individuals who have been injured, connecting them with law firms that can truly advocate for their rights and achieve successful outcomes. As an innovative, vertically integrated legal case acquisition marketing company, we leverage cutting-edge technology, data-driven insights, and a commitment to transparency to disrupt the status quo.

Joining Tort Experts means becoming part of a dynamic team that is passionate about making a meaningful impact. We foster a collaborative environment where creativity thrives, and every team member plays a vital role in connecting qualified claimants with the representation they deserve. If you’re looking for a workplace where your contributions can truly make a difference, and where innovation meets purpose, Tort Experts is the perfect place for you.

About the role

We are hiring a Director of Client Success with deep experience in mass tort marketing to lead and evolve our Client Success department. This strategic leadership role focuses on client retention, satisfaction, and revenue growth while maintaining a strong operational foundation.

The ideal candidate combines strategic vision with hands-on operational expertise, thrives in a fast-paced, high-urgency environment, and is highly responsive and flexible when supporting client needs. Those who prefer a slower, process-heavy pace will find our environment challenging.

Location: Remote (must be available 9am - 5pm ET)

What you'll do

Client Advocacy & Growth

• Client Strategy & Retention: Lead client strategy and retention efforts as the primary client contact, ensuring alignment with performance goals and long-term partnerships.
• Client Responsiveness: Respond promptly to client communications, with immediate, thoughtful responses expected as the standard. Maintain strong availability, including accommodating after-hours or weekend calls when needed to support client schedules.
• Proactive Communication: Be eager to proactively initiate impromptu calls or texts to address urgent client needs as well as to just to check up on them, to ensure they feel fully supported and prioritized at all times.
• Relationship Nurturing: Travel regularly to industry conferences (typically quarterly) and conduct potential/occasional ad-hoc client visits (focused only on very high-value opportunities) to build strong relationships and uncover new value opportunities.
• Drive Strategic Growth: Identify opportunities to expand budgets, enter new markets, and cross-sell services based on performance data and client readiness.

Client Communication & Reporting

• Client Communications: Oversee best practices for all client communications, ensuring clear meeting leadership and proactive, value-driven updates.
• Customized Client Reporting: Ensure delivery of accurate, customized client reporting aligned to each client’s goals, validating data accuracy and improving reporting processes continuously.
• Reporting & Analytics: Develop and manage KPIs for client health, revenue retention, and growth opportunities. Deliver actionable insights via dashboards and performance reviews.

Operational Excellence & Financial Control

• Onboarding Clarity & Data Accuracy: Enforce standards for complete, accurate deal information at launch and smooth onboarding handoffs.
• Budget & Invoice Safeguarding: Own processes to prevent budget overruns, ensure invoice accuracy, and resolve discrepancies proactively.
• Operational Mastery Leadership: Rapidly master internal systems (CRM, project management, invoicing, intake routing) and use this operational awareness to guide and support your team’s execution. You’ll have dedicated team support for day-to-day execution while focusing on driving strategic improvements.
• Streamline