Member Success Manager

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For over 10 years, New Law Business Model (NLBM) has empowered lawyers to break free from outdated, ineffective Estate Planning law practice models.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.

Early Stage Responsibilities (First 6 Months)

• Serving as the main point of contact and trusted advocate for your assigned Member accounts

• Leading Members through onboarding, ensuring a successful start, and full platform adoption

• Delivering customized training sessions based on each firm’s unique needs

• Monitoring account health, usage trends, and proactively resolving issues

• Collaborating with product, support, and engineering teams to address technical concerns and feature requests

• Sharing best practices and recommending features that align with Member goals and operations

• Driving long-term satisfaction and renewals through consistent engagement and strategic check-ins

• Managing the renewal process and minimizing churn through targeted retention strategies

• Ensuring Member feedback is captured and shared internally to shape future product development

• Assist members with optimizing their automated intake workflows or follow-up campaigns inside Accelerator

• Support members during event launches

• Identify CRM usage bottlenecks and support members for increased usage

Scaling Responsibilities (After Initial Ramp)

• Collaborate with leadership to define the Member Success team structure and hiring plan

• Recruit, hire, and onboard Member Success Associates

• Build and document operational processes, workflows, and playbooks for Member Success

• Implement systems to monitor key KPIs such as response time, issue resolution time, retention, and satisfaction

• Provide coaching, mentorship, and performance management to the Member Success team

• Partner cross-functionally to drive improvements in Member experience, automation utilization, and retention outcomes

Key Performance Indicators: 

You and your future team’s impact will be tracked through clear, outcome-driven KPIs reviewed on a monthly and quarterly basis. These metrics may evolve over time to align with company goals and market needs.

• Member Retention Rate: 90% annually+

• Member Satisfaction Score (CSAT or NPS): 80%+

• Onboarding Completion: 100% of Members are fully onboarded and using their system within 45 days, as long as they are responsive to onboarding needs

• Average Response Time: Less than 24 hours

• Issue Resolution Time: Less than 48 hours

• Team Development Milestones: Team hiring, onboarding, and performance standards achieved within 6–9 months

Performance will be reviewed monthly and quarterly in collaboration with your leadership team, using clearly defined KPIs and feedback loops. Regular check-ins ensure transparency, support your growth, and keep you aligned with both individual and team goals.

Qualifications:

• 3–5+ years of experience in Customer Success, Account Management, Client Services, or related fields

• Minimum 1–2 years of formal management or team leadership experience (small team, project team, or direct reports)

• Proven success managing a client portfolio and leading operational initiatives

• Experience hiring, onboarding, coaching, or mentoring team members

• Strong operational and process development skills; able to design, document, and optimize client-facing workflows

• Excellent communication and presentation skills across all levels, including executive stakeholders

• High emotional intelligence and a proactive, people-first leadership style

• Strategic thinker who can balance hands-on delivery with long-term team and process building

• Comfort working independently in a fast-paced, high-growth environment
  

Technical Skills:

• Proficient in Google Suite (Docs, Sheets, Drive)

• Experience with Asana or similar project management tools

• Familiarity with Hubspot or similar CRM systems

• Experience with Keap, Lawmatics, High Level, or other CRM automation software is a strong plus
  

Why Join NLBM? 

• 100% Remote Work at a Stable, Growing Company

• Recession-Proof Industry, Product, and Audience

• Comprehensive Benefits Package (Health, Dental, Vision)

• Retirement Program

• Flexible Paid Time Off

• Opportunities for Career Growth and Leadership Development

• Be Part of a Mission-Driven Company Transforming the Legal Industry

At NLBM, you’ll have the opportunity to make a lasting impact, scale your career in leadership, and be part of a passionate, supportive team driving innovation and change.