Gordon Law Group · 16 hours ago
Client Success Manager
Skokie, IL
Full-time
Hybrid
Senior Level
$70K/yr - $80K/yr
5+ years expGordon Law Group is a nationally recognized law firm focused on tax law and corporate matters. They are seeking a Client Success Manager to ensure exceptional client experience from first inquiry through ongoing engagement, acting as the primary steward of client relationships and managing all aspects of client intake and follow-up.
Law Enforcement
Responsibilities
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
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
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
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
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
Qualification
Required
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
Preferred
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
Company
Gordon Law Group
Gordon Law Group offers consultations for services such as tax debt resolution, audit defense, unfiled tax returns, and tax compliance.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Michael Brandwein, Esq.
Partner
Recent News
EIN Presswire
2025-03-19
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