Manager, Customer Success

Manager, Customer Success (Remote)

Full-Time, Remote / Salary, Exempt / Includes Benefits, PTO, Flexible Schedule, Equity

Steno is growing! We’re looking for a Manager, Customer Success to join our winning team, which is revolutionizing the court reporting industry every single day. We’re a diverse team from all over the country (and beyond) and we’re crazy about redefining the boundaries of an outdated industry.

In this role, you will oversee the daily operations of the Account Management and Scheduling teams within your region, driving performance, ensuring operational excellence, and advancing key strategic initiatives.

Who are you?

We are seeking an experienced leader who has a proven track record of strategic problem-solving and excelling in the orchestration of competing priorities within dynamic, fast-paced environments. 

On a regular basis you will 

• Recruit, lead, and develop a team of 7-10 customer success professionals
• Support the team through issue resolution and serve as the lead on customer escalations through effectively discerning and managing client interactions
• Identify and develop programs and playbooks for the customer success team to support key metrics, including NPS, retention, and product adoption
• Collaborate effectively with Sales, Operations, and Product teams to evolve and consistently deliver a best-in-class client experience
• Leverage metrics and data to continuously drive operational efficiency, process improvement and quality of execution
• Be the voice of the customer internally, ensuring a cohesive experience throughout the customer journey, by deeply understanding the nuances of the legal community and translating client needs into actionable recommendations

You’re gonna crush it if

• You have 6+ years of experience in Customer Success or Account Management, including 2+ years in a leadership capacity at a legal services or technology company
• You have demonstrated your ability to coach and develop team members toward sustained levels of increased performance in a remote environment
• You have managed a book of client relationships with success against key performance indicators, such as NPS, retention and product usage
• You have experience leveraging data and qualitative observations to answer business questions and identify process improvement opportunities
• You have excellent listening skills and exceptional verbal and written communication
• You have proficiency with Zendesk (not required, but a plus!)

Compensation & Benefits

• Salary - $100k - $140k 
• Health, Vision, & Dental Benefits - generous company-sponsored health plans for both employees and dependents, including comprehensive vision & dental
• 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 401k through Guideline
• A home office setup and a monthly stipend to offset internet and phone costs

Our Team

The Customer Success Team is laser-focused on our overall client experience, consisting of both Scheduling and Account Management groups. Our Schedulers deliver a reliable, timely, and hospitable experience for our clients day-by-day, deposition-by-deposition. Our Account Managers deepen relationships with our clients to drive business goals, promoting satisfaction, revenue, growth, and retention.

Our Customer Success team serves as the front line of the business to ensure clients and providers are well taken care of, with the ultimate goal of ensuring Steno continues to be a top court reporting and litigation support services agency for our law firm clients.

About Steno

• Founded in 2018 and growing fast!
• Values: be highly reliable, constantly innovate, operate with a hospitality mindset
• Diverse backgrounds welcome! Steno employees have a unique blend of legal, technology, operations and finance experience
• We are revolutionizing the litigation and court reporting