This is not an administrative role. It is not a legal support role. It is a relationship role. 

The Client Success Coordinator is the firm's primary owner of the client experience after a matter is opened. You are the proactive voice clients hear between court dates, the person who catches problems before they become complaints, and the system that makes sure every client feels like the most important client we have. You will work alongside attorneys, pod leaders, and the intake and marketing teams to deliver a client experience that generates five-star reviews, referrals, and long-term loyalty. 

You report to Teresa, Head of Legal Operations, and will work closely with the full leadership team. 

What You Will Do

• Own the client experience from signed agreement through matter close
• Conduct proactive welcome calls with new clients within 24 hours of the matter opening
• Maintain a check-in cadence with every active client at a minimum of every three weeks
• Monitor attorney communication compliance and flag any lapse before it reaches a client
• Identify and ask satisfied clients for Google reviews using a structured, conversational approach
• Coordinate the execution of the firm's referral recognition program alongside Joyce
• Handle post-closure follow-up: 90-day check-ins, annual calls, holiday outreach, and milestone acknowledgments
• Manage former client outreach lists and touchpoint calendars in FileMaker
• Deliver a weekly report to Teresa covering communication compliance, reviews, referrals, and client satisfaction metrics
• Surface client concerns to the responsible attorney and Teresa before they escalate
• Serve as a partner to the pod leaders on

What You Will Not Do

You will not answer legal questions directly. You will not replace the attorney's role in the client relationship. You will not manage cases.

Your job is to make sure clients feel informed, respected, and valued throughout their matter and after it ends.

The legal work is handled by the attorneys and pod leaders. Your work is everything around that legal work that makes the client feel like they made the right choice hiring us.

Who You Are :

We have a clear picture of the person who thrives in this role. These are not aspirational qualities; they are requirements.

Extrovert 

• You get energy from people. Phone calls, check-ins, and conversations are not a chore. You enjoy them. Clients can feel the difference between.

Optimist 

• Criminal defense clients are often scared, frustrated, or both. You do not absorb that; you redirect it. You bring calm, confidence, and a genuine belief that things can be handled. That tone is contagious in the best way. 

Detail-Oriented 

• Nothing falls through the cracks. Every FileMaker entry is complete, every touchpoint is calendared before the matter closes, and every commitment to a client is followed up on. You do not need to be reminded. You built the reminder. 

Relationship-Driven 

• You remember what clients told you last month. You notice when a client sounds different on a call. You think of post-closure outreach not as a task but as the natural next step in a relationship that did not end when the case did. 

Discreet and Trustworthy 

• You work in a criminal defense firm. Client matters are sensitive. You understand confidentiality as a professional and personal standard, not just a policy. 

Required 

• At least 2 years of experience in a client-facing role (legal, healthcare, sales, or similar service environment) 
• Excellent written and verbal communication skills 
• Demonstrated ability to manage multiple client relationships simultaneously without dropping the ball 
• Comfort with technology and the ability to learn CRM systems quickly (we use FileMaker) 
• Ability to work independently and take initiative without waiting to be told what to do next 

Preferred 

• Experience working in a law firm or professional services environment 
• Familiarity with the criminal defense process, court systems, or legal terminology 
• Experience with CRM or case management software 
• Track record of achieving or exceeding client satisfaction or NPS targets 

We are a mid-sized law firm headquartered in Shelton, CT, with offices and attorneys throughout Connecticut. The firm handles all areas of criminal, motor vehicle, and DUI defense. We fight for underdogs daily.

Our firm was built on the understanding that comprehensive representation does not begin and end in the courtroom. We want clients to be satisfied with their choice of firm, not just with their choice of attorney. Client service and support staff are dedicated to making the experience of retaining an attorney as smooth as possible and ensuring that no client ever has a question or concern that goes unanswered. It doesn’t matter how good an attorney is if they don’t pay close attention to the wants and needs of the client. We want to make sure that each client is as happy with the experience they have with our firm as they are with the ultimate result of their case.

We are an equal-opportunity employer and encourage Veterans to apply.