Director of Client Success, Legal Marketing

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Requirements:

• 8+ years in a client-facing role with a digital marketing agency or legal services environment.
• Bachelor’s degree in Business, Marketing, Communications, or related field.
• Experience managing escalations or complex client issues.
• Exceptional problem-solving skills in high-pressure situations.
• Strong written and verbal communication skills.
• Familiarity with CRM, ticketing tools, and digital marketing platforms.
• Basic understanding of legal services and terminology is a plus.
• Strong attention to detail and proactive client needs identification.

Responsibilities:

• Act as the primary point of contact for escalated client concerns and complaints.
• Investigate and resolve issues efficiently, ensuring satisfactory outcomes.
• Maintain professional and empathetic communication with clients during escalations.
• Collaborate with teams to improve service and prevent future escalations.
• Develop detailed records of issues, resolutions, and feedback.
• Generate regular reports on escalation trends for management review.