Head of Customer Success

Why Work at Alexander Family Law Job Type: Full-time Pay: $80,734.14-$150,000.00 per year Role Overview The Head of Client Success is responsible for designing, owning, and continuously improving the end-to-end client experience across the firm — from intake through file completion and post-matter follow-up. In family law, trust, clarity, and communication are everything. This role exists to ensure clients feel supported, informed, and confident at every stage of an emotionally charged legal process — while also driving retention, referrals, operational efficiency, and predictable outcomes for the firm. This is a leadership role that sits at the intersection of client experience, legal operations, intake, and performance management . Core Responsibilities Client Experience & Journey OwnershipDesign and document a clear, consistent client journey across all practice areas and offices What’s happening in their case What to expect next Who to contact and when Identify and eliminate friction points that create confusion, anxiety, or dissatisfaction Intake, Onboarding & RetentionPartner with Intake to improve consult experience, conversion, and early-stage confidence Ensure smooth handoff from Intake to legal teams Monitor early-stage drop-off, dissatisfaction, or billing friction Reduce file churn and increase matter completion rates Client Communication & StandardsResponse times Status updates Tone and clarity of communication Work with lawyers, clerks, and assistants to ensure consistent execution Implement proactive communication rhythms (not reactive firefighting) Own NPS, client satisfaction surveys, and structured feedback loops Monitor and respond to negative client experiences before they escalate Partner with Marketing on Google reviews, testimonials, and referral programs Turn satisfied clients into advocates for the firm Cross-Functional LeadershipWork closely with: COO (process, staffing, capacity) Legal leadership (case flow, lawyer experience) Intake & Marketing (expectation setting) Finance (billing clarity, trust transparency) Translate client insights into operational and staffing improvements Lead and develop Client Success Managers, Client Care Coordinators, or similar roles Train staff on empathy, communication, and expectation management in high-emotion matters Create playbooks, SOPs, and escalation frameworks Key Metrics & Outcomes Client satisfaction / NPS File completion and retention rates Complaint reduction Review scores and referral volume Reduction in reactive client escalations Improved lawyer focus by removing client friction 7+ years in client experience, customer success, legal operations, or professional services Experience in law firms, healthcare, financial services, or other high-trust, high-emotion environments Proven ability to design systems and lead teams — not just “be good with people” Strong operational mindset with high emotional intelligence Comfortable working with lawyers, executives, and frontline staff Exceptional communicator (written, verbal, and situational) Calm, credible presence in emotionally charged situations Process-driven but human-first Natural owner — sees gaps and fixes them without waiting to be told Why This Role Matters Family law clients don’t just buy legal services — they buy certainty, clarity, and reassurance during one of the most difficult periods of their lives. The Head of Client Success ensures that experience is intentional, consistent, and excellent — protecting the firm’s reputation, improving outcomes, and allowing lawyers to focus on practicing law at the highest level. #J-18808-Ljbffr