Client Success Operations Coordinator

About Tort Experts

We are redefining performance marketing in the legal sector. Our mission is to democratize access to information for injured individuals, connecting them with law firms that truly advocate for their rights and achieve successful outcomes. As an innovative, vertically integrated legal case acquisition marketing company, we leverage cutting‑edge technology, data‑driven insights, and a commitment to transparency to disrupt the status quo.

The Client Success Operations Coordinator plays a key role in supporting the Client Success Director and Client Success team. This role maintains an organized and efficient pipeline, coordinates internal team tasks and action items, tracks deliverables, facilitates communication across departments, and keeps the team and client success operations on track.

Must be online and available 9am – 5pm ET.

• Maintain and update the Client Success pipeline daily, ensuring all deals, stages, notes, tasks, and next steps remain accurate and clearly visible.
• Manage all project timelines, dependencies, deliverables, and action items, proactively ensuring accountability and steady progress across all active campaigns.
• Coordinate internal collaboration across Marketing, Intake, Media Buying, Operations, Engineering, and Leadership, scheduling meetings and ensuring alignment.
• Identify workflow bottlenecks, risks, or delays early and propose solutions.
• Maintain organized client documentation, including project notes and internal knowledge bases.
• Create and update SOPs, workflow maps, process documentation, and project templates.
• Prepare and deliver weekly and ad‑hoc client reports for the Client Success Director and team.
• Assist with budget tracking, invoice support, and case reconciliation.
• Support reporting dashboards and other client‑facing data deliverables with the Client Success Business Analyst.
• Audit CRM and project data for accuracy and consistency.
• Assist with onboarding new clients, including system setup and cross‑team readiness.
• Prepare agendas, recaps, and follow‑up items for client meetings.
• Steer recurring client calls or check‑ins when the Director is unavailable.
• Serve as a secondary point of contact to ensure continuity of service for the Client Success team.
• Create and configure new client profiles in platforms such as Pipe Drive, Retool, Click Up, and internal systems.
• Quickly master new tools and leverage AI (ChatGPT/Gemini) to automate workflows and maintain process efficiency.
• Coordinate cross‑team troubleshooting for returns, reporting discrepancies, pacing, or client requests.
• Support QA efforts by reviewing case quality and flagging inconsistencies or risks to the Director.

• 4–7 years of experience in client services, operations, or project coordination (preferably fast‑paced).
• Exceptional administrative and organizational skills.
• Strong CRM experience, ideally Pipe Drive or Salesforce, with data entry and workflow administration.
• Experience with PM tools such as Click Up.
• Excellent written and verbal English communication.
• Comfort with client interactions via email and video calls.
• High responsiveness, strong follow‑through, and a proactive mindset.
• Ability to prioritize and manage multiple deadlines.
• Comfort with AI tools to streamline workflows.
• Ability to take ownership and deliver error‑free work consistently.
• Prior experience supporting client‑facing teams is strongly preferred.
• Mass tort or legal case acquisition familiarity is a plus.

• Uncapped quarterly profit‑sharing bonuses based on company performance.
• 100% company‑paid monthly premiums for Fortune 500‑level insurance plans for employees and dependents.
• 100% company match on HSA or FSA flex benefit contributions.
• 401(k) plan with full company match up to 6% of salary and no vesting period.
• Unlimited paid time off with role coverage.
• Work‑from‑home equipment budget.
• Forever remote work environment.

We empower team members with growth opportunities, a flexible work environment, and the chance to make a tangible impact. If you thrive in fast‑paced environments, are client‑focused, and eager to contribute to connecting clients with top‑tier legal representation, Tort Experts is the place for you.

Tort Experts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This applies to all terms and conditions of employment.