Manager of Customer Success, Steno
$100-140k
+ Equity
Court reporting services
Be an early applicant
Court reporting services
201-500 employees
Be an early applicant
$100-140k
+ Equity
201-500 employees
Company mission
To optimize the litigation experience with a revolutionary approach to deposition services created by attorneys, for attorneys.
Role
Who you are
- We are seeking an experienced leader who has a proven track record of strategic problem-solving and excelling in the orchestration of competing priorities within dynamic, fast-paced environments
- You have 6+ years of experience in Customer Success or Account Management, including 2+ years in a leadership capacity at a legal services or technology company
- You have demonstrated your ability to coach and develop team members toward sustained levels of increased performance in a remote environment
- You have managed a book of client relationships with success against key performance indicators, such as NPS, retention and product usage
- You have experience leveraging data and qualitative observations to answer business questions and identify process improvement opportunities
- You have excellent listening skills and exceptional verbal and written communication
- You have proficiency with Zendesk (not required, but a plus!)
What the job involves
- We’re looking for a Manager, Customer Success to join our winning team, which is revolutionizing the court reporting industry every single day. We’re a diverse team from all over the country (and beyond) and we’re crazy about redefining the boundaries of an outdated industry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 will oversee the daily operations of the Account Management and Scheduling teams within your region, driving performance, ensuring operational excellence, and advancing key strategic initiatives
- Recruit, lead, and develop a team of 7-10 customer success professionals
- Support the team through issue resolution and serve as the lead on customer escalations through effectively discerning and managing client interactions
- Identify and develop programs and playbooks for the customer success team to support key metrics, including NPS, retention, and product adoption
- Collaborate effectively with Sales, Operations, and Product teams to evolve and consistently deliver a best-in-class client experience
- Leverage metrics and data to continuously drive operational efficiency, process improvement and quality of execution
- Be the voice of the customer internally, ensuring a cohesive experience throughout the customer journey, by deeply understanding the nuances of the legal community and translating client needs into actionable recommendations
- The Customer Success Team is laser-focused on our overall client experience, consisting of both Scheduling and Account Management groups. Our Schedulers deliver a reliable, timely, and hospitable experience for our clients day-by-day, deposition-by-deposition. Our Account Managers deepen relationships with our clients to drive business goals, promoting satisfaction, revenue, growth, and retention
- Our Customer Success team serves as the front line of the business to ensure clients and providers are well taken care of, with the ultimate goal of ensuring Steno continues to be a top court reporting and litigation support services agency for our law firm clients
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 as it begins 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 5 rounds)
Dec 2024
$20m
GROWTH EQUITY VC
May 2024
$46m
LATE VC
Total funding: $87.5m
Company benefits
- Health, Vision, & Dental Benefits for employees and dependents
- Wellness/Mental Health benefits for employees and families
- Flexible Paid Time Off
- Options of Equity
- Home office setup, and a monthly stipend to cover internet/phone
Company HQ
South Park, Los Angeles, CA
Leadership
Greg Hong
(CEO & Co-Founder)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
(CTO & Co-Founder)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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