Client Success Manager

M&Y Personal Injury Lawyers is seeking an exceptional Director of Client Success to lead our client satisfaction, reputation management, review generation, referral generation, and service recovery initiatives. This is not a traditional customer service position. We are looking for a high-performing professional who understands how to build relationships, create exceptional client experiences, identify service issues before they become problems, resolve client concerns, and help satisfied clients share their experiences through online reviews and referrals. Our firm serves thousands of clients and is aggressively expanding its office footprint throughout California and other states. Online reputation, client satisfaction, and local market credibility are critical components of our growth strategy. The ideal candidate has experience generating online reviews, improving customer satisfaction, recovering dissatisfied clients, and building scalable client experience systems. Prior law firm experience, particularly personal injury experience, is strongly preferred. RESPONSIBILITIES • Proactively contact current and former clients to assess satisfaction and identify concerns. • Build and manage client satisfaction, review generation, referral generation, and reputation management programs. • Develop and execute review-generation campaigns across Google, Yelp, and other review platforms. • Generate authentic reviews from satisfied clients and professional contacts while ensuring compliance with all applicable platform rules and ethical obligations. • Monitor online reviews and client feedback across all office locations. • Contact dissatisfied clients and reviewers to understand concerns, resolve issues, rebuild trust, and improve client relationships whenever possible. • Successfully convert negative client experiences into positive outcomes through effective communication, problem-solving, and service recovery. • Partner with firm leadership to identify recurring client complaints and implement operational improvements. • Create systems to support review generation and reputation management across multiple office locations. • Track client satisfaction metrics and provide executive-level reporting and recommendations. • Generate referrals from satisfied clients and referral sources. • Coordinate with attorneys, intake personnel, case managers, negotiators, and firm leadership to improve the overall client experience. • Manage reputation management software platforms, review monitoring systems, and client feedback tools. • Develop scalable client experience processes to support future office launches and market expansion. QUALIFICATIONS • 3+ years of experience in client experience, customer success, reputation management, hospitality, healthcare, legal services, or a related field. • Strong preference for prior law firm experience, particularly personal injury law. • Demonstrated success generating online reviews and improving customer satisfaction metrics. • Demonstrated success resolving client complaints and de-escalating difficult situations. • Experience converting dissatisfied customers or clients into positive outcomes. • Exceptional verbal and written communication skills. • Strong emotional intelligence and conflict-resolution abilities. • Ability to remain calm, professional, and solution-oriented during difficult conversations. • Strong organizational, reporting, and project management skills. • Experience with Google Business Profiles, Yelp, Podium, Birdeye, NiceJob, GatherUp, or similar reputation management platforms is preferred. • CRM experience is preferred. SUCCESS IN THIS ROLE WILL BE MEASURED BY • Client satisfaction scores. • Online review growth. • Average review ratings. • Review velocity across office locations. • Referral generation. • Client retention. • Resolution of escalated client concerns. • Reputation management and service recovery outcomes. In addition to salary, this job will also offer performance-based bonuses and incentives.