Operations: Key Accounts

About the Role

• Operations: Key Accounts
• New York, NY
• Full-time | In-person | 2+ years of relevant experience required

Our customers include some of the largest law firms in the world, who entrust us with one of their most critical and time-sensitive workflows. They expect excellence, service, and timeliness and we deliver on those expectations.

This is one of the most important roles at the company. You will own the performance and success of some of our largest accounts. You will drive adoption, usage, and retention, while also managing and overseeing the operational details of request fulfillment. At any given moment, you may be responsible for thousands of in-flight requests.

This is a hybrid role: equal parts customer success and operations. You must be as comfortable with high-level account strategy as you are with detailed analysis, auditing, and execution. You will sit at the center of some of our most important customer relationships, and as a result, will have the unique ability to work cross-functionally and affect change across the organization.

What You’ll Do

• Own account-level performance across usage, turnaround time, request health, and efficiency
• Serve as the primary operator and strategic partner for some of our largest customers
• Proactively audit, track, and triage problematic records requests before they become bigger issues
• Build a strong understanding of each customer’s workflow, priorities, and pain points, and translate that into action
• Help manage our records specialists and establish more programmatic tracking for request health and operational performance
• Partner closely with operations and product to relay customer feedback, identify recurring friction points, and improve the customer experience
• Hold regular check-ins with key accounts around performance, product feedback, and opportunities to deepen usage

Who You Are

• A top-tier operator with 2+ years of experience in consulting, banking, customer success, operations, or high-growth startups
• A polished and excellent communicator. You will be in constant communication with customers, relaying updates, feedback, and issues both internally and externally
• Obsessed with details. This is not solely a big-picture role. You should be able to get into the weeds and pluck said weeds
• Highly organized and dependable. You are good at keeping many moving pieces in motion without letting things slip
• Technical or technical-adjacent. You should be able to build quick automations, tooling, dashboards, or SQL queries, or be eager to learn how to
• Comfortable operating with urgency in high-stakes environments where customers expect responsiveness and follow-through
• Energized by ownership. You like being the person who sees the full picture, catches what others miss, and makes things happen

Compensation Details

• Competitive salary
• Healthcare, vision and dental insurance
• Early-stage equity opportunity
• Unlimited PTO
• Additional benefits such as paid dinner in office and Ubers from the office.