Lead Delivery and Customer Success

Department: Client Success / Service Delivery  
Location: Multiple - Greater Seattle Area; New England Area

About LexRight, Inc.

LexRight helps law firms and legal departments get more value from their legal technology investments. We specialize in case management system implementation, workflow design, process automation, data migration, training, managed services, custom legal-specific AI solutions, and ongoing system optimization.

Our team understands how legal work actually gets done. Many of our consultants have backgrounds as paralegals, legal assistants, legal operations professionals, or legal technology specialists. We combine that practical legal experience with technical implementation expertise to help firms adopt systems that attorneys, paralegals, and staff can actually use.

Role Overview

The Delivery & Customer Service Lead is a senior leadership role responsible for end-to-end delivery excellence and client experience across all LexRight engagements. This role owns implementation delivery, managed services, and ongoing customer support, ensuring clients receive consistent, high-quality outcomes while enabling sustainable growth for the business. 

You will develop and lead a team of Customer Service Managers and Legal Platform Implementation Specialists, set delivery standards and operating rhythms, and act as an executive escalation point for key client relationships. 

This role requires strong familiarity with legal case management platforms, legal practice workflows, and law firm operations. Experience working as a paralegal or in a hands-on legal operations role is a strong plus. 

Key Responsibilities

Delivery & Customer Experience Leadership

  • Own overall delivery performance and customer satisfaction across implementations, managed services, and support engagements. 

  • Ensure exemplary platform knowledge throughout the delivery team to ensure successful customer implementation and support.

  • Establish and maintain delivery standards, playbooks, SLAs, and best practices aligned with LexRight’s service offerings. 

  • Ensure consistent, high-quality execution across all client engagements — from onboarding through long-term support. 

  • Act as executive escalation point for delivery or customer service issues, ensuring timely resolution and client confidence. 

Team Leadership & Development

  • Lead, mentor, and scale a team of Customer Service Managers and Legal Platform Implementation Specialists. 

  • Set clear expectations, goals, and performance metrics for delivery and customer service roles. 

  • Foster a culture of accountability, continuous improvement, and client-centric thinking. 

  • Partner with leadership on hiring, onboarding, and career development plans for delivery and support staff. 

Client Partnership & Stakeholder Management

  • Build trusted relationships with senior client stakeholders at law firms and legal departments. 

  • Partner with clients to understand legal workflows, case lifecycles, and operational pain points. 

  • Ensure delivery outcomes align with client business objectives and legal practice needs. 

  • Proactively identify risks, communicate status, and manage expectations across complex engagements. 

  • Drive QBR’s (Quarterly Business Review) for both delivery and sales. 

Platform & Domain Expertise

  • Maintain deep understanding of legal case management solutions, workflow automation, and legal operations technology. 

  • Ensure implementation approaches reflect real-world legal practice workflows (intake, matter management, discovery, billing, reporting, etc.). 

  • Guide teams in translating legal requirements into effective platform configurations and process designs. 

  • Stay informed on product updates, roadmap changes, and industry best practices to continuously improve delivery quality. 

Operational Excellence & Continuous Improvement

  • Define and track KPIs related to delivery performance, customer satisfaction, retention, and service efficiency. 

  • Identify opportunities to improve delivery processes, tooling, documentation, and cross-team collaboration. 

  • Partner with Sales and Leadership on smooth handoffs from pre-sales to delivery and from projects to managed services. 

  • Provide feedback into service packaging, pricing, and scope definition based on delivery experience. 

Qualifications

Required

  • 5+ years of experience in service delivery, client success, program management, or professional services leadership within software, legal technology, or consulting environments. 

  • Strong familiarity with legal case management systems, legal operations tools, and law firm workflows. 

  • Demonstrated experience leading and scaling client-facing delivery and customer service teams. 

  • Proven ability to manage complex, multi-client delivery portfolios with competing priorities. 

  • Excellent executive communication and stakeholder management skills. 

  • Strong operational mindset with experience defining processes, metrics, and continuous improvement initiatives. 

Preferred

  • Prior experience working as a paralegal, legal operations professional, or in a hands-on legal support role. 

  • Experience implementing or supporting legal technology platforms (e.g., Filevine, Cliokas, or similar case management and workflow tools). 

  • Background in managed services delivery and long-term client support models. 

  • Experience working in or with law firms, corporate legal departments, or legal service providers. 

  • Familiarity with Agile or hybrid delivery methodologies. 

Why LexRight?

LexRight is building a practical, consulting-first legal technology services company focused on helping law firms get real value from their systems.

This is an opportunity to sell meaningful services into a market that needs better implementation, better adoption, better support, and practical AI solutions designed around real legal workflows. You will work with a team that understands legal operations, cares about client outcomes, and is focused on long-term relationships rather than one-time transactions.

If interested, please introduce yourself and provide a resume to careers@lexright.com.  We look forward to hearing from you.