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Salary: USD 85,000 - 95,000 / annual
Steno is seeking a Senior Account Manager to join the Customer Success team, serving as the primary day-to-day contact for AmLaw firms. This is a full-time, remote role based in the Central timezone.
In this position, you will be the trusted relationship owner and operational partner for assigned law firm clients, balancing white-glove service with cross-functional coordination. You'll work closely with Account Executives, Scheduling, Operations, Production, and Billing teams to ensure seamless service delivery.
Key responsibilities include:
- Serving as the primary contact for assigned AmLaw firms, delivering personalized service shaped around each firm's preferences and workflows
- Partnering with Account Executives to stay aligned on account priorities, client concerns, and growth opportunities
- Reviewing and coordinating deposition orders through daily quality checks, ensuring accurate job entry and proper firm/location assignments
- Triaging scheduling, rescheduling, and cancellation requests, routing them to appropriate teams and following through to completion
- Identifying urgent and expedited requests, communicating urgency clearly, and rallying internal teams to meet client deadlines
- Owning first-line issue resolution with clear documentation, prioritization, and follow-up; escalating high-impact issues appropriately
- De-escalating difficult conversations with empathy and professionalism, confirming resolution and client satisfaction
- Providing proactive client updates and getting ahead of potential concerns
- Sharing observations on recurring errors, ticket trends, and client sentiment with Account Executives and leadership to identify root causes
- Educating clients on Steno's products, services, and best practices; flagging upsell opportunities
- Supporting scheduling inboxes and ticket queues during high-volume periods
- Participating in after-hours coverage rotation for urgent, last-minute deposition needs
The role reports to the Customer Success leadership team and requires availability for core business hours in the Central timezone, plus after-hours coverage participation.
Requirements:
- 3+ years of experience in account management, customer success, or customer service in the legal industry
- 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 skills 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 environment
- Availability for after-hours coverage when needed
- Availability to work core business hours in the Central timezone
