Job Title: 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 unlock the full potential of their legal technology stack. We specialize in implementing, supporting, and optimizing case management platforms, delivering process automation, managed services, and continuous improvements that drive measurable results.  

Our team is built around professionals who understand how law firms actually work—many of us started our careers as paralegals, legal assistants, or legal operations specialists before moving into technology. We translate day-to-day legal practice into practical, high-impact systems that attorneys and staff can truly 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?  

  • Join a team that values law-firm experience as much as technical skills  

  • Use your paralegal/legal background in a new, high-growth career path  

  • Work remotely while staying connected to the legal profession  

  • Opportunity to become a true legal technology expert  

  • Competitive compensation and professional development  

 

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