Client Success Manager

About the Company

Hargrove Management Services Organization, Inc is a leading national law firm support company dedicated to collaborating with Hargrove Firm, a highly esteemed estate and tax planning firm based in Louisville, Kentucky. Together, we strive to make a difference in the lives of our clients by offering top-notch, efficient support to our team of exceptional lawyers. We are committed to delivering excellence in every aspect of our work.

About the Role

The Client Success Manager is responsible for delivering a high-quality, end-to-end client experience throughout the estate planning process. This role serves as the primary point of contact for clients referred by financial advisors, ensuring each engagement is handled with professionalism, clarity, and efficiency.

Acting as the central coordinator across clients, advisors, attorneys, and internal teams, the Client Success Manager ensures that every estate plan progresses smoothly—from initial intake through final document execution. The role requires strong organizational skills, sound judgment, and the ability to manage multiple workstreams while maintaining a consistent, high-touch client experience.

Key Focus Areas

Client Experience & Relationship Management

• Build trust with clients by providing clear guidance, timely communication, and a professional, supportive experience
• Ensure clients understand each step of the estate planning process and feel confident in their decisions
• Represent both the firm and the referring advisor with a high standard of care and responsiveness

Process Ownership & Execution

• Manage the full lifecycle of client engagements, ensuring all steps are completed accurately and on time
• Coordinate across advisors, legal teams, and clients to maintain alignment and avoid delays
• Monitor progress, follow up proactively, and keep all parties informed of status and next steps
• Maintain accurate client records and documentation within internal systems
• Identify inefficiencies or friction points and contribute to process improvements
• Ensure compliance with internal standards and service expectations

Cross-Functional Collaboration

• Partner closely with attorneys, paralegals, and internal teams to deliver a seamless experience
• Escalate complex questions or issues appropriately while maintaining client confidence
• Contribute to a collaborative, team-oriented environment where information is shared and processes are continuously refined

What Success Looks Like

• Clients move efficiently from intake to signed documents with minimal friction
• High client satisfaction and positive feedback
• Strong conversion rates from referred clients
• Clear, consistent communication across all stakeholders
• Reliable execution with minimal errors or delays

What You Bring

• 3+ years in client success, support, or client-facing ops
• Extreme attention to detail (you catch what others miss)
• Clear, confident communication—written and verbal
• Ability to juggle multiple clients and priorities without dropping the ball
• Comfort working with tech and collaborating across legal + technical teams
• Proficiency with Microsoft Office (Excel, OneNote, etc.)
• Experience with CRMs and scheduling tools
• Team-first mindset—you collaborate, communicate, and grow with the team

What You’ll Get

• Full-time Employment
• 401k with competitive matching
• Medical, Dental, & Vision Insurance
• Paid-Time Off
• Fun coworkers and growth potential!

Hargrove Management Services Organization, Inc is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, national origin, ancestry, sex (including pregnancy, childbirth, or related medical conditions), gender identity or expression, sexual orientation, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable law. We are committed to fostering an inclusive, respectful workplace where everyone can thrive.