Description
We are excited to open up an internal opportunity for a Customer Success Team Leader: General Law. This is a hybrid leadership role designed for high-performing team members who are passionate about client outcomes, peer mentorship, and strategic problem-solving. This role blends direct account management with people leadership.
WHAT'S IN IT FOR YOU?
📈 An opportunity to be a part of the #1 Fastest Growing Legal Marketing & Coaching Company in the U.S.☀️ FLEXIBLE VACATION TIME (work hard, play hard)🦷 BENEFITS – Medical, dental, vision, life, & disability insurance for YOU and YOUR FAMILY💡 EDUCATION – Team member education and learning budget (courses, events, books, etc.)…and MUCH, MUCH MORE!🌴FUN – Company activities, outings, and retreats💲 INVESTMENTS – Simple IRA WITH a 3% Match💻 WORK STYLE – WFH or come to the office, choice is yours!The salary for this role is $95,000 - $98,000 annually.
Key Responsibilities:
- Client Management:
- Continue to manage a book of 10 client accounts, ensuring high retention, growth, and satisfaction
- Identify and act on opportunities for your own and team’s upgrades, downgrades, and pivots based on client goals and lifecycle stage
- Handle red and orange client situations proactively, with direct ownership or in collaboration with assigned peers
- Act as the first (and desired final) step in client escalation calls, serving as a senior-level voice to reinforce solutions and maintain client trust
- Partner with billing and leadership on custom pricing & contract discussions
- Peer Support & Leadership:
- Conduct 1:1 weekly coaching and support calls with CEs
- Act as a support partner for peers with underperforming accounts, offering strategy recommendations and hands-on support
- Serve as the first line of support for peers struggling with retention, tough client dynamics, or unclear next steps
- Provide coaching during or after client calls, including feedback on talk tracks, upgrade positioning, or strategy alignment
- Collaboration & Strategic Projects:
- Collaborate with peers and leadership on departmental boulders and strategic projects, contributing ideas, execution, and accountability
- Review retention blockers and help build new solutions, including process updates, workflows, and client-facing resources
- Contribute to the ongoing refinement of monthly call agendas, onboarding practices, and escalation paths
- Identify opportunities to standardize best practices across the Customer Success team while remaining flexible to individual client needs
- Proactively suggest and implement new retention strategies, especially for coaching-only, pivoting, or downgraded clients
Requirements
- Minimum 1 year tenure at SMB
- Minimum 85% quarterly client retention rate (must be maintained to remain in the role)
- Strong strategic thinking and calm under pressure
- Naturally proactive, not reactive, in managing accounts and supporting team members
- Skilled communicator who leads with empathy and accountability
- Deep understanding of SMB’s products, processes, and customer journey
- Comfortable collaborating cross-functionally with technical teams and project teams
Benefits
SMB Team is a rapidly-growing marketing agency and coaching business for lawyers. After four years of 300% year-over-year growth, we have quickly become one of the top brands in the legal industry.Bottom Line: We change lives. Want proof? Read our Google My Business reviews.The SMB Team is an Equal Opportunity Employer. The policy of The SMB Team is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's race, color, gender, age, national origin, religion, citizenship status, marital status, sexual orientation, gender identity, transgender status, physical or mental disability, protected veteran status, genetic information, pregnancy, or any other categories protected by applicable federal, state or local laws.The SMB Team is an Equal Opportunity Employer - Minority/Female/Disabled/Protected Veterans
