About Tort ExpertsAt 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 roleThe Client Success Operations Coordinator plays a key role in supporting the Client Success Director and Client Success team by maintaining an organized and efficient pipeline, coordinating internal team tasks and action items while ensuring client projects move smoothly through each stage. This role is responsible for tracking deliverables, facilitating communication across departments, and keeping both the team and client success operations on track.The ideal candidate is proactive, detail-oriented, and highly organized with exceptional administrative and organizational skills, and thrives in a dynamic environment with multiple simultaneous priorities and moving parts.The ideal candidate will have hands-on operational and project management expertise, thrives in a fast-paced, high-urgency, dynamic environment, and is highly responsive and flexible in completing client related projects. Those who prefer a slower, process-heavy pace will find our environment challenging.Location Remote (must be online and available 9am - 5p ET)What you'll doMaintain and update the Client Success pipeline daily, ensuring all deals, stages, notes, tasks, and next steps remain accurate and clearly visible.Manage all project timelines, dependencies, deliverables, and action items, proactively ensuring accountability and steady progress across all active campaigns.Coordinate internal collaboration across Marketing, Intake, Media Buying, Operations, Engineering, and Leadership, including scheduling meetings, gathering inputs, and ensuring alignment.Identify workflow bottlenecks, risks, or delays early and escalate or propose solutions as needed.Maintain organized and accurate client documentation, including project notes, file structures, and internal knowledge bases.Create, maintain, and update extremely detailed SOPs, workflow maps, process documentation, and project templates as processes evolve.Prepare and deliver weekly and ad-hoc client reports, status updates, internal summaries, and performance documentation for the Client Success Director and team.Assist with budget tracking, invoice support, and case reconciliation, including pacing reviews, verifying retainers, and updating financial sheets.Support the creation and accuracy of reporting dashboards and other client-facing data deliverables in coordination with the Client Success Business AnalystAudit CRM and project data to ensure accuracy, consistency, and adherence to client criteria.Assist with onboarding new clients, including material preparation, system setup, configuration, and cross-team readiness.Prepare agendas, recaps, documentation, and follow-up items for client meetings to ensure clear communication and accountability.Step in to support recurring client calls or check-ins when the Director is unavailable or out of office.Serve as a secondary point of contact to ensure continuity of service for the Client Success team.Create and configure new client profiles in platforms such as PipeDrive, Retool, ClickUp, and internal systems.Add and maintain deal details, rates, criteria, and configuration settings required for proper campaign setup and internal operational readiness.Quickly master new tools and leverage AI (ChatGPT/Gemini) to automate workflows, accelerate task completion, and maintain process efficiency.Work closely with Intake, Marketing, Media, Engineering, and Operations to ensure accurate criteria, budget visibility, onboarding readiness, and documentation alignment.Coordinate cross-team troubleshooting for issues related to returns, reporting discrepancies, pacing, or client requests.Support QA efforts by reviewing case quality and flagging any inconsistencies or risks to the Director.
