Customer Success Specialist

A4Accountant is seeking a Customer Success Specialist for a virtual immigration law firm based in New Jersey, proudly serving clients across the United States and internationally. We are committed to providing reliable, compassionate services to fellow immigrants, helping them secure lawful status, citizenship, and peace of mind, without fear of deportation or abusive relationships.

Overview

We see client relationships as partnerships built on trust, empathy, and exceptional service—not just transactions.

In this role within our Client Success Department, you will directly impact the lives of immigrants by using your knowledge of immigration law (from past paralegal or client-facing work), consultative skills, and empathy to guide clients through their journey with our firm. You will serve as the primary point of contact for prospective and current clients (via phone and video), educate them about their options, help them find clarity, and ensure a seamless experience from initial inquiry through case completion.

This role blends client advocacy and relationship management—a critical bridge between individuals seeking help and our legal team who serves them.

Key Responsibilities

• Conduct meetings with prospective new clients (PNCs) via phone and video, guiding them toward clarity and consultation enrolment.
• Follow up with PNCs who initially declined and with current clients for quality control calls and satisfaction interviews.
• Keep detailed, accurate notes in the firm's CRM/database, documenting all client contacts before, during, and after meetings, including follow-ups.
• Facilitate a professional handoff to the legal team once an engagement is signed and open the client file.
• Manage the welcome process for new clients and ensure smooth onboarding.
• Conduct quality control checks at set milestones during the first 30 days and, in some cases, throughout the pendency of the case.
• Meet regularly with team members to review performance metrics, client satisfaction goals, and engagement quality.
• Track and maintain records regarding client touchpoints and case progress.
• Assist in organizing case filing systems, ensuring documents are properly categorized and accessible.
• Actively engage with management on client feedback and service improvements, offering insights from your front-line experience.
• Perform other administrative duties as assigned.

Qualifications

• Proven experience in client success, account management, or client-facing roles in professional services (legal, financial, or similar industries preferred).
• Prior experience in immigration intake, paralegal work, or legal client services is highly valued.
• Strong ability to empathize with clients facing challenging, personal situations.
• Embraces metrics, accountability, and transparency.
• Excellent interpersonal and communication skills across phone, video, and email.
• Strong organizational and time-management skills.
• Lifelong learner with a proven record of self-improvement and client relationship development.
• Exceptional ability to build rapport, identify client needs, and provide appropriate guidance.
• Must thrive in a client-facing, service-oriented role—references required.

Why Join Us?

• Competitive compensation with base salary + commission/bonuses (monthly, quarterly, annual).
• Flexible work/life balance.
• Supportive, diverse, and inclusive culture.
• Paid Time Off.
• A collaborative team driven by impact, purpose, and client care.

Equal Opportunity Statement

A4Accountant is an equal opportunity employer committed to diversity, inclusion, and fair hiring practices. Applicants are considered without regard to race, sex, sexual orientation, gender identity, religion, national origin, age, disability, or other legally protected characteristics.

Background and references required.

Job Type: Full-time

Pay: Rs100,000.00 - Rs150,000.00 per month

Ability to commute/relocate:

• Lahore (54940): Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Work Location: In person