Client Success Manager

Overview

Gordon Law Group is a nationally recognized law firm focused on tax law, cryptocurrency tax, IRS controversy, business law, and corporate matters. We work with individuals, entrepreneurs, and businesses navigating complex financial and regulatory issues, often at high-stakes moments in their lives. Our clients expect clarity, responsiveness, and sophistication, and we pride ourselves on delivering all three.

As the firm continues to grow, we are looking for a Client Success Manager to serve as the first point of contact for prospective and current clients and to play a critical role in ensuring exceptional client experience from first inquiry through ongoing engagement.

Role Overview

The Client Success Manager is the primary steward of the client relationship at Gordon Law. This role owns all inbound client intake, consultation coordination, post-consultation follow-up, and post-engagement expansion of services. The Client Success Manager serves as the first point of contact for clients, exercises sound judgment in evaluating client needs, and ensures clients are efficiently matched with the correct attorneys and services.

This is a high-trust role requiring experience, discretion, and the ability to operate independently while collaborating closely with staff and leadership.

Key Responsibilities

Client Intake & Lead Ownership

• Serve as the first point of contact for all inbound inquiries, including phone calls, emails, website form submissions, and referrals
• Conduct high-quality client intake conversations to assess needs, urgency, and service fit
• Exercise judgment in routing clients to the appropriate staff member or practice area
• Own consultation scheduling, preparation, and documentation
• Maintain accurate, detailed records of client interactions in the firm’s CRM and internal systems

Consultation Management & Follow-Up

• Manage pre- and post-consultation communication to ensure clients understand next steps
• Coordinate engagement letters, follow-ups, and internal handoffs after consultations
• Track consultation outcomes and proactively follow up to move matters forward

Client Experience & Relationship Management

• Act as a trusted, professional, and empathetic point of contact throughout the client lifecycle
• Set clear expectations regarding scope of services, timelines, and process
• Resolve client questions or concerns efficiently, escalating to legal and tax professionals when appropriate
• Ensure a consistent, high-quality client experience across all practice areas

Cross-Selling & Post-Engagement Growth

• Identify opportunities to introduce additional services after successful engagements
• Educate clients on follow-on services in a consultative, value-driven manner
• Support firm growth by increasing client lifetime value while maintaining trust and professionalism

Firm Knowledge & Internal Leadership

• Develop deep working knowledge of our practice areas, pricing structures, and service boundaries
• Understand what the firm can and cannot do and communicate this clearly to clients
• Serve as a liaison between clients, staff, and operations teams to ensure alignment
• Identify gaps or inefficiencies in the intake and client experience process and recommend improvements

Qualifications

• 5+ years of experience in client success, client intake, sales support, customer service, or a similar client-facing role
• Strong verbal and written communication skills
• Comfortable handling high-volume inbound inquiries while maintaining professionalism and accuracy
• Ability to explain complex services in a clear, client-friendly way
• Strong organizational skills and attention to detail
• Experience with CRM systems or case management software preferred
• Prior experience in a law firm, accounting firm, financial services firm, or professional services environment is a plus

What Success Looks Like in This Role

• Clients feel confident, informed, and supported from their first interaction with Gordon Law
• Staff members receive well-qualified, well-documented client handoffs
• Consultations convert efficiently into engagements
• Clients expand into additional services when appropriate, increasing long-term value
• The client intake and success process becomes more consistent, efficient, and scalable