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Salary: USD 75,000 - 85,000 / annual
Steno is a legal-tech company modernizing the deposition industry. We're seeking an Account Manager to join our Customer Success team as the primary day-to-day contact for assigned law firms, delivering personalized, white-glove service.
In this role, you'll be the trusted relationship owner and operational partner between clients and internal teams (Account Executives, Scheduling, Operations, Production, Billing). You'll manage the full customer lifecycle: coordinating deposition orders through daily quality checks, triaging scheduling and cancellation requests, spotting urgent needs and rallying teams to meet deadlines, owning first-line issue resolution with clear documentation and escalation, de-escalating difficult conversations, and proactively keeping clients informed.
You'll also share insights with leadership on recurring errors, ticket trends, and shifts in client sentiment to help fix root causes, educate clients on Steno's products and best practices, and flag upsell opportunities. During high-volume periods, you'll pitch in on scheduling inboxes and ticket queues, and you'll join the after-hours coverage rotation for urgent, last-minute deposition needs.
This is a full-time, remote role reporting to Customer Success leadership. The position requires availability during Pacific Timezone core business hours and participation in after-hours coverage when needed.
**Requirements:**
- 3+ years of experience in account management, customer success, or customer service (legal industry experience preferred)
- Client-first mindset with a track record of delivering responsive, dependable, high-touch service
- Strong attention to detail; ability to catch discrepancies in job details, firm/location assignments, scheduling information, and documented preferences
- Clear and confident communication in writing and by phone, including through difficult conversations
- Ability to thrive in fast-paced environments, prioritizing competing deadlines and urgent requests without dropping the ball
- Critical thinking skills; ability to dig into root causes and know when to escalate
- Comfort moving between multiple platforms and using data to spot trends and make decisions
- Ownership mentality; ability to hand off cleanly and see issues through to resolution
- Adaptability and collaboration in a changing workload
- Located and available to work core business hours in Pacific Timezone
- Available to participate in after-hours coverage when needed
