Customer Success Manager (Court Reporting Experience Required)

Prevail.ai is a well-funded startup focused on transforming the legal industry through innovative technology solutions. The Customer Success Manager will manage client relationships for law firms, ensuring a seamless onboarding experience and ongoing support while collaborating with various teams to enhance client satisfaction and service quality.

Responsibilities:

• Own a portfolio of law firm client relationships, serving as the primary point of contact throughout the client lifecycle
• Lead client onboarding, ensuring smooth adoption of Prevail’s platform, workflows, and service standards
• Conduct regular business reviews and proactive check-ins to surface needs, address concerns, and identify growth opportunities
• Act as a trusted advisor by deeply understanding each client’s litigation support needs and aligning Prevail’s capabilities accordingly
• Coordinate deposition session logistics in collaboration with the Operations team, ensuring all resources are confirmed and coverage is airtight
• Monitor session delivery in real time; escalate and resolve issues related to court reporters, videographers, interpreters, and support
• Step in as needed to assign resources, confirm coverage, or resolve job-related conflicts to protect client experience
• Oversee post-session processes, including transcript delivery, quality review, and follow-up communications
• Partner with Operations, Sales, and the Transcript/Certification teams to ensure seamless coordination across the client journey
• Surface client feedback and recurring issues to internal stakeholders, advocating for product and process improvements
• Collaborate with the Dev team to communicate client-facing feature requests and platform updates
• Maintain accurate client data and session records within Prevail’s case management and CRM systems
• Uphold and enforce Prevail’s quality standards for all service partners including court reporters, videographers, and interpreters
• Identify performance trends and escalate service partner concerns through the appropriate channels
• Ensure compliance with client-specific preferences, transcript formatting standards, and SLA commitments

Requirements:

• 3+ years of experience in customer success, account management, or client services — preferably in legal, court reporting, or litigation support
• Demonstrated ability to manage multiple client relationships simultaneously in a fast-paced, deadline-driven environment
• Strong written and verbal communication skills with a professional, client-first presence
• Proven track record of problem-solving under pressure and resolving operational issues quickly and effectively
• Comfort working across cross-functional teams including Operations, Sales, and Development
• Experience with legal technology platforms, deposition management systems, and court reporting operations
• Familiarity with litigation support workflows including resources allocation and assignment, transcript certification, videography, and remote deposition technology
• Exposure to tools such as Reporter Base, CRM platforms, or case management software
• Bilingual candidates are a plus