Goodwin
Director, Client Success - Legal Operations
Goodwin, Baltimore, Maryland, United States, 21276
Overview
Director, Client Success - Legal Operations at Goodwin. This role leads strategic client engagement and delivers value through innovative pricing models and client-centric solutions. The position works closely with the Managing Director, Client Value, and serves as a key external-facing representative in client interactions—particularly in the development and implementation of Alternative Fee Arrangements (AFAs). This role is part of the Global Operations Team and involves collaborating cross-functionally with Pricing, Legal Project Management (LPM), Finance, and Client Development to ensure a seamless and value-driven client experience. Responsibilities
Act as a senior liaison to clients, partnering with relationship leads and attorneys to understand client needs and deliver tailored pricing and service solutions. Lead external engagements focused on pricing strategy, AFA design, and value delivery. Serve as a trusted advisor to clients and partners on pricing innovation, profitability, and long-term relationship growth. Collaborate with the Managing Director, Pricing Directors, and attorneys to design and present creative, data-driven pricing models. Lead the development and negotiation of AFAs that align with client expectations and firm profitability goals. Monitor and evaluate AFA performance, iterating on models to drive continuous improvement. Build and lead a high-performing Client Success team, including direct oversight of Client Success Managers. Establish best practices for client onboarding, reporting, and relationship management. Drive consistency and excellence in client service delivery across all touchpoints. Partner with Pricing, LPM, Finance, and Client Development to ensure alignment on client value initiatives. Coordinate with internal teams to ensure compliance with client billing guidelines, reporting requirements, and operational standards. Support strategic initiatives such as client journey mapping, feedback loops, and business reviews. Leverage data and analytics to identify client trends, pricing opportunities, and areas for operational improvement. Collaborate with Business Intelligence and Finance to develop dashboards and reporting tools that support client success and profitability. Qualifications
10+ years of experience in client success, pricing, legal operations, or professional services. Proven track record of leading client-facing initiatives and managing strategic relationships. Deep understanding of AFAs, pricing models, and matter management in a legal or consulting environment. Strong financial acumen and experience with budgeting, forecasting, and profitability analysis. Exceptional communication, negotiation, and relationship-building skills. Experience managing and mentoring high-performing teams. Bachelor’s degree required; MBA or other relevant graduate degree preferred. Familiarity with project management methodologies (e.g., Agile, Lean, Six Sigma) is a plus. Willingness to travel periodically to client or firm offices. Benefits And More
Flexible work arrangements and hybrid work schedule Health, dental, and vision insurance Life and disability insurance Retirement & Savings Plan Emergency back-up child and adult care Paid vacation, sick time off, and holidays Professional development and career advancement opportunities Employee recognition and reward programs Employee wellness and assistance programs Employee discounts and perks Goodwin Procter LLP is an equal opportunity employer. This means that Goodwin Procter LLP considers applicants for employment without unlawful discrimination on the basis of race, color, gender, gender identity or expression, age, religion, national origin, citizenship status, disability, medical condition, genetic information, marital status, sexual orientation, military or veteran status, or other legally protected status. If you require a reasonable accommodation to participate in the job application or interview process, contact the Benefits Department or Recruiting Department as appropriate. This position is eligible for overtime: No The Target Salary Range For This Position Varies By Location And Is Commensurate With Relevant Experience: $225,000.00 - $310,000.00
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Director, Client Success - Legal Operations at Goodwin. This role leads strategic client engagement and delivers value through innovative pricing models and client-centric solutions. The position works closely with the Managing Director, Client Value, and serves as a key external-facing representative in client interactions—particularly in the development and implementation of Alternative Fee Arrangements (AFAs). This role is part of the Global Operations Team and involves collaborating cross-functionally with Pricing, Legal Project Management (LPM), Finance, and Client Development to ensure a seamless and value-driven client experience. Responsibilities
Act as a senior liaison to clients, partnering with relationship leads and attorneys to understand client needs and deliver tailored pricing and service solutions. Lead external engagements focused on pricing strategy, AFA design, and value delivery. Serve as a trusted advisor to clients and partners on pricing innovation, profitability, and long-term relationship growth. Collaborate with the Managing Director, Pricing Directors, and attorneys to design and present creative, data-driven pricing models. Lead the development and negotiation of AFAs that align with client expectations and firm profitability goals. Monitor and evaluate AFA performance, iterating on models to drive continuous improvement. Build and lead a high-performing Client Success team, including direct oversight of Client Success Managers. Establish best practices for client onboarding, reporting, and relationship management. Drive consistency and excellence in client service delivery across all touchpoints. Partner with Pricing, LPM, Finance, and Client Development to ensure alignment on client value initiatives. Coordinate with internal teams to ensure compliance with client billing guidelines, reporting requirements, and operational standards. Support strategic initiatives such as client journey mapping, feedback loops, and business reviews. Leverage data and analytics to identify client trends, pricing opportunities, and areas for operational improvement. Collaborate with Business Intelligence and Finance to develop dashboards and reporting tools that support client success and profitability. Qualifications
10+ years of experience in client success, pricing, legal operations, or professional services. Proven track record of leading client-facing initiatives and managing strategic relationships. Deep understanding of AFAs, pricing models, and matter management in a legal or consulting environment. Strong financial acumen and experience with budgeting, forecasting, and profitability analysis. Exceptional communication, negotiation, and relationship-building skills. Experience managing and mentoring high-performing teams. Bachelor’s degree required; MBA or other relevant graduate degree preferred. Familiarity with project management methodologies (e.g., Agile, Lean, Six Sigma) is a plus. Willingness to travel periodically to client or firm offices. Benefits And More
Flexible work arrangements and hybrid work schedule Health, dental, and vision insurance Life and disability insurance Retirement & Savings Plan Emergency back-up child and adult care Paid vacation, sick time off, and holidays Professional development and career advancement opportunities Employee recognition and reward programs Employee wellness and assistance programs Employee discounts and perks Goodwin Procter LLP is an equal opportunity employer. This means that Goodwin Procter LLP considers applicants for employment without unlawful discrimination on the basis of race, color, gender, gender identity or expression, age, religion, national origin, citizenship status, disability, medical condition, genetic information, marital status, sexual orientation, military or veteran status, or other legally protected status. If you require a reasonable accommodation to participate in the job application or interview process, contact the Benefits Department or Recruiting Department as appropriate. This position is eligible for overtime: No The Target Salary Range For This Position Varies By Location And Is Commensurate With Relevant Experience: $225,000.00 - $310,000.00
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