Offer summary

Qualifications:

Experience in client success or account management roles, preferably in a service-oriented industry., Strong understanding of CRM systems and automation tools., Excellent communication and interpersonal skills to effectively engage with clients and team members., Ability to lead and mentor a team while managing individual client accounts..

Key responsibilities:

Manage a portfolio of Member accounts to understand their needs and enhance their experience with the platform.

Transition into a leadership role to build and mentor a Member Success team focused on support and CRM adoption.

Optimize automation processes and troubleshoot minor issues to improve operational efficiency.

Develop systems and processes to scale the Member journey as the organization grows.

Job description

About Us:

For over 10 years, New Law Business Model (NLBM) has empowered lawyers to break free from outdated, ineffective Estate Planning law practice models. We’ve built a proven, innovative framework that helps lawyers better serve their clients while creating thriving businesses that can scale. Join our dynamic team, dedicated to transforming the legal process of estate planning through modern, forward-thinking solutions. New Law Business Model teaches a heart-centered, counseling-based method for lawyers to offer an estate planning service called Life & Legacy Planning to families and business owners. Today, New Law Business Model and its team of instructors, coaches, and mentors serve 500+ lawyers licensed as Personal Family Lawyer (PFL) firms across the US, with more firms earning the coveted PFL designation each year. NLBM exists to create a better world and improve our collective culture by providing lawyers with a proven business model that’s based in care, love, and community. With the right business model, lawyers cannot be replaced by AI, and get to build a community-focused business that leverages technology while keeping their heart, soul, and humanity intact, and while serving clients in a truly meaningful way with a relational law model.

Position Overview:

As Member Success Manager for our fast-growing Accelerator platform, you’ll play a pivotal role in delivering an outstanding experience for our estate planning law firm Members. This is a player-coach leadership role: you will start by personally managing a portfolio of Member accounts to deeply understand our platform, client journey, and operational needs. After a hands-on ramp-up period (approximately six months), you’ll transition fully into the coach phase — building, leading, and mentoring a Member Success team responsible for Member support, CRM adoption, automation optimization, and minor troubleshooting. You will have the rare opportunity to master the Member journey firsthand before building the systems and teams that will scale it long-term. This role is ideal for someone equally passionate about delivering excellent client service and building scalable teams and processes in a growing, dynamic environment.

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