Account Manager, Steno
West
$75-85k
Plus Equity
More information about location
Court reporting and litigation services
Be an early applicant
Court reporting and litigation services
501-1000 employees
Be an early applicant
$75-85k
Plus Equity
More information about location
501-1000 employees
Company mission
To optimize the litigation experience with a revolutionary approach to deposition services created by attorneys, for attorneys.
Role
Who you are
- You're the person clients are relieved to hear from. You remember that one firm wants the exhibits sent a certain way and that another always needs things yesterday, and you handle both without breaking a sweat
- You're detail-obsessed, calm when a deposition is on the line, and happiest when you've spotted a problem before anyone else knew it existed. You like owning things through to the finish, you love building real relationships, and you know how to balance a busy inbox with the bigger picture
- You have 3+ years of experience in account management, customer success, or customer service, preferably in the legal industry
- You have a client-first mindset and a track record of delivering responsive, dependable, high-touch service
- You're known for your attention to detail and can catch discrepancies in job details, firm and location assignments, scheduling information, and documented preferences
- You communicate clearly and confidently in writing and by phone, including through difficult conversations
- You thrive in a fast-paced environment, prioritizing competing deadlines and urgent requests without dropping the ball
- You think critically, dig into root causes, and know when to escalate
- You're comfortable moving between multiple platforms and using data to spot trends and make decisions
- You take ownership, hand off cleanly, and see issues through to resolution
- You're adaptable, collaborative, and energized by a changing workload
- You're located and available to work core business hours in the Pacific Timezone
- You're available to participate in after-hours coverage when needed
What the job involves
- Steno is growing! We're looking for an Account Manager to join our Customer Success team, the people who make sure every law firm we partner with feels like they're in the best possible hands
- You'll be the go-to person for your firms, the one they trust to get it right, and the glue between our clients, Account Executives, and the teams behind every deposition. 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'll be both a trusted relationship owner and an operational partner, working side by side with Account Executives, Scheduling, Operations, Production, and Billing. This role reports to the Customer Success leadership team
- If you're looking for a company that offers support, guidance, an abundance of killer giphys, and unlimited potential to grow into your best self, you can bet we'd love to have you too
- Be the primary day-to-day contact for your assigned firms, delivering white-glove, personalized service shaped around each firm's preferences and workflows
- Partner with Account Executives to stay aligned on account priorities, client concerns, and opportunities to grow and improve the relationship
- Review and coordinate deposition orders through daily quality checks, making sure jobs are entered accurately and tied to the right firm and location
- Triage scheduling, rescheduling, and cancellation requests, routing them to the right teams and following through until they're done
- Spot urgent and expedited requests, communicate the urgency clearly, and rally internal teams to meet client deadlines
- Own first-line issue resolution, managing tickets with clear documentation, prioritization, and follow-up, and escalating high-impact issues to the right people
- De-escalate tough conversations with empathy and professionalism, then confirm the fix landed and the client is happy
- Keep clients informed with proactive updates and get ahead of questions before they become concerns
- Share what you're seeing, from recurring errors and ticket trends to shifts in client sentiment, with AEs and leadership, and help fix root causes
- Educate clients on Steno's products, services, and best practices, and flag opportunities for firms to get even more from our technology
- Pitch in on scheduling inboxes and ticket queues during high-volume periods, and join our after-hours coverage rotation for urgent, last-minute deposition needs
Our take
Steno is a court reporting agency that offers services to legal professionals, government agencies, and businesses. As a trusted partner, Steno allows law practices to streamline their operations and work more efficiently, all while maintaining the highest standards of accuracy and reliability in its reporting services.
Steno's services are tailored to cases that can take over a year to settle. One of the company's standout offerings is the 'DelayPay' product, which enables lawyers to defer payments for critical services such as court reporting, arbitration, videography, and interpreting until their cases are concluded.
Steno has experienced substantial progress over the past few years, with a growth rate that more than tripled in 2021 alone. Steno received $15 million in a 2024 Series B round and has since begun to roll out its gen-AI-powered Transcript Genius, a tool for transcript analysis, indicating a culture of continued innovation.
Steph
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
May 2026
$49m
SERIES C
Dec 2024
$20m
GROWTH EQUITY VC
Total funding: $136.5m
Company HQ
South Park, Los Angeles, CA
Leadership
Greg Hong
(Co-Founder & CEO)Previously co-founded the restaurant reservation management system, Reserve (acquired by Resy/American Express) where they served as the CEO for 5 years.
Dylan Ruga
(Co-Founder)Currently a Trial Attorney at Stalwart Law Group, which they founded. Previously a Partner at Steptoe & Johnson and a External/Law Clerk at US Courts.
Dan Anderson
(Co-Founder & CTO)Previously co-founded the payment checkout process, Hail (acquired by Reserve) where they served as CEO. Also worked for the Zurich Insurance Company as Risk Consultant, Head of Application Security, and Director.
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