Client Services Specialist

Client Services Specialist

Location: Remote, USA

Department: Customer Success

About the role

Be the expert at the intersection of litigation workflow and AI.

This role sits on the front line of client delivery, supporting AmLaw 200 firms and Fortune 500 legal teams as they run their most complex cases on Syllo's platform. You will serve as the named CS account owner for an assigned portfolio of clients, managing case delivery end-to-end and working in close partnership with the Sales Account Director as a key member of the account team. We are looking for someone who knows the litigation lifecycle from the inside, owns their work without being told to, and remains composed when timelines compress and priorities shift. Prior experience as a paralegal, attorney, or litigation support professional is required.

What you will do

• Own your accounts: Serve as the named CS account owner for an assigned portfolio of clients, building trusted relationships and escalating proactively to CS leadership when clients are at risk.
• Partner with Sales: Work in close partnership with the Sales Account Director, maintaining a shared view of account status and consistent communication across the account team.
• Manage case delivery: Own end-to-end project management for active cases, including kickoffs, timelines, deliverables, client-facing status updates, and setting clear expectations on client-side dependencies.
• Execute client services work: Handle client services requests including building searches, workspace organization, and executing AI-assisted reviews.
• Advise attorneys on workflow: Translate platform capabilities into case strategy. When an attorney asks what is possible, you have an answer.
• Coordinate across teams: Work with the Data Services team on data needs, ensuring requirements are documented accurately before work begins.
• Triage and resolve issues: Identify and help resolve technical or workflow issues as they arise, escalating through the appropriate process when needed.
• Build for continuity: Document case status, known issues, and handoff notes so work survives transitions. When handing off to another pod member, maintain active oversight to protect delivery quality and the client relationship.
• Become a product expert: Develop deep expertise in the Syllo platform, capture and relay product feedback to the product team, and participate in product testing.
• Contribute to the team: Collaborate on internal CS documentation, process resources, and thought leadership on the use of AI in litigation.

What you bring

• Litigation lifecycle knowledge: You understand case assessment, document review, production, and privilege workflows from firsthand experience.
• Project ownership: You have run end-to-end delivery on a case, not just contributed to a team output.
• Client-facing composure: You communicate clearly with attorneys and partners under pressure, in writing and in person.
• Technology fluency: You have worked with at least one eDiscovery platform such as Relativity, Everlaw, or similar, and adopt new tools systematically.
• Operational rigor: Your work is documented, your deadlines are tracked, and your handoffs are complete.

Experience and qualifications

• 4+ years of experience in a client-facing role, ideally in legal tech, litigation support, or a professional services environment.
• Background in litigation as an attorney, paralegal, or litigation support professional.
• Demonstrated ownership of end-to-end case delivery, not just contribution to a team outcome.
• Hands-on experience with eDiscovery platforms; Relativity certification or equivalent preferred.
• Proficiency with project management and CRM tools such as Monday and HubSpot.
• High aptitude for learning new software tools and enthusiasm for AI-powered products.
  
  

Total rewards and benefits

At Syllo, we believe in taking care of our team so they can focus on building the future of legal tech.

Compensation: Competitive base salary + equity options.

Benefits: Medical, dental, vision, and voluntary insurance options. Vacation, sick leave, and paid holidays. Access to benefit counselors and fitness class reimbursements.

Equal opportunity employer

We celebrate diversity and are committed to creating an inclusive environment for all employees. We provide a fair and accessible hiring process. If you require accommodations during the application or interview stage, please let us know.

United States - Remote Pay Range 140000 - 150000 USD