About Tort Experts

At Tort Experts, we are redefining the landscape of performance marketing in the legal sector. Our mission is to democratize access to information for individuals who have been injured, connecting them with law firms that can truly advocate for their rights and achieve successful outcomes. As an innovative, vertically integrated legal case acquisition marketing company, we leverage cutting-edge technology, data-driven insights, and a commitment to transparency to disrupt the status quo.

Joining Tort Experts means becoming part of a dynamic team that is passionate about making a meaningful impact. We foster a collaborative environment where creativity thrives, and every team member plays a vital role in connecting qualified claimants with the representation they deserve. If you’re looking for a workplace where your contributions can truly make a difference, and where innovation meets purpose, Tort Experts is the perfect place for you.

About the role

We are hiring a Director of Client Success with deep experience in mass tort marketing to lead and evolve our Client Success department. This strategic leadership role focuses on client retention, satisfaction, and revenue growth while maintaining a strong operational foundation.

The ideal candidate combines strategic vision with hands-on operational expertise, thrives in a fast-paced, high-urgency environment, and is highly responsive and flexible when supporting client needs. Those who prefer a slower, process-heavy pace will find our environment challenging.

Location: Remote (must be available 9am - 5pm ET)

What you'll do

Client Advocacy & Growth

• Client Strategy & Retention: Lead client strategy and retention efforts as the primary client contact, ensuring alignment with performance goals and long-term partnerships.
• Client Responsiveness: Respond promptly to client communications, with immediate, thoughtful responses expected as the standard. Maintain strong availability, including accommodating after-hours or weekend calls when needed to support client schedules.
• Proactive Communication: Be eager to proactively initiate impromptu calls or texts to address urgent client needs as well as to just to check up on them, to ensure they feel fully supported and prioritized at all times.
• Relationship Nurturing: Travel regularly to industry conferences (typically quarterly) and conduct potential/occasional ad-hoc client visits (focused only on very high-value opportunities) to build strong relationships and uncover new value opportunities.
• Drive Strategic Growth: Identify opportunities to expand budgets, enter new markets, and cross-sell services based on performance data and client readiness.

Client Communication & Reporting

• Client Communications: Oversee best practices for all client communications, ensuring clear meeting leadership and proactive, value-driven updates.
• Customized Client Reporting: Ensure delivery of accurate, customized client reporting aligned to each client’s goals, validating data accuracy and improving reporting processes continuously.
• Reporting & Analytics: Develop and manage KPIs for client health, revenue retention, and growth opportunities. Deliver actionable insights via dashboards and performance reviews.

Operational Excellence & Financial Control

• Onboarding Clarity & Data Accuracy: Enforce standards for complete, accurate deal information at launch and smooth onboarding handoffs.
• Budget & Invoice Safeguarding: Own processes to prevent budget overruns, ensure invoice accuracy, and resolve discrepancies proactively.
• Operational Mastery Leadership: Rapidly master internal systems (CRM, project management, invoicing, intake routing) and use this operational awareness to guide and support your team’s execution. You’ll have dedicated team support for day-to-day execution while focusing on driving strategic improvements.
• Streamlined Process Oversight: Implement scalable processes to streamline onboarding, account management, reporting, and client satisfaction measurement.
• Campaign Fulfillment Management: Monitor campaign pacing, budgets, intake performance, and conversion rates in real time to ensure excellence and prevent underperformance.

Team Leadership & Cross-Functional Collaboration

• Team Leadership: Build, mentor, and manage a high-performing Client Success team, fostering accountability, urgency, and continuous learning. Own team performance and ensure excellence in client deliverables and processes.
• Cross-Functional Collaboration: Partner with marketing, intake, media, and operations to troubleshoot bottlenecks, improve performance, and deliver seamless execution across the client lifecycle.

Qualifications

• Required: Mass torts (or legal case acquisition) experience. Candidates without demonstrable experience will not be considered.
• Experience: 5+ years in client services, account management, or customer success, including 3+ years leading client-facing teams in fast-paced environments.
• Proven Results: Ability to scale revenue, build high-trust B2B relationships, and drive growth, ideally in legal or performance marketing contexts.
• Agility & Decision-Making: Exceptional adaptability, prioritization, and decisiveness under pressure; comfortable making quick decisions and executing rapidly to meet client needs.
• Interpersonal Strength: Strong executive presence and emotional intelligence, with the humility to build trust and navigate client personalities and egos effectively. Able to influence stakeholders at all levels while maintaining a client-first, solution-oriented approach.
• Strategic Knowledge: Proficiency in client lifecycle management, growth planning, and marketing KPIs.
• Operational Competence: Experience with CRM, reporting dashboards, project management, and invoicing platforms, with the ability to quickly master new systems.
• Process Discipline: Demonstrated success building and enforcing processes to ensure accuracy, prevent budget overruns, and maintain data integrity.
• Personal Attributes: High ownership, attention to detail, and a passion for improving outcomes in legal services.

Benefits

• Uncapped quarterly profit-sharing bonuses based on company performance
• 100% company-paid monthly premiums for Fortune 500 level quality insurance plans for you and any/all dependents (US based employees):
• • medical (Aetna)
  • dental (Guardian)
  • vision (Guardian)
• 100% company match on any employee contributions to either HSA or FSA flex benefits plans (US based employees):
• • $500 free FSA company contribution, even if $0 employee contribution
• 401k plan with full company match of up to 6% of salary and no vesting period required (US based employees)
• Unlimited paid time off with planned role/responsibilities coverage
• Work from home equipment budget (at company's discretion)
• Forever remote work environment

Why Join Us?

At Tort Experts, we believe in empowering our team members with growth opportunities, a flexible work environment, and the chance to make a tangible impact. If you thrive in fast-paced environments and are driven, client-focused, and eager to contribute to our mission of connecting clients with top-tier legal representation. Are you ready to lead the next wave of growth in legal marketing? Apply today and help us transform access to justice!

Please note that you may receive emails on behalf of Tort Experts from no-reply@ats.rippling.com. This is not spam and has been sent from our HR/Payroll system, Rippling.

If you are selected to move forward in the process, we will contact you directly. We kindly ask that you do not reach out to inquire about the status of your application. Due to the volume of submissions, we are unable to respond to individual application status requests.

AA/EEO Statement:

Tort Experts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This applies to all terms and conditions of employment.