CaseRide
Head of Client Success
Los Angeles, CA (Hybrid) | Full-Time | $130,000 – $165,000 base + bonus + equity
About CaseRide
CaseRide is a patient compliance and care coordination platform purpose-built for the personal injury industry. Our technology is proprietary — built in-house from the ground up specifically for how PI firms operate. We help law firms improve patient adherence to medical treatment by coordinating appointments, eliminating logistical barriers to care, facilitating transportation, and delivering real-time compliance reporting.
We are not a transportation company. We are building the compliance infrastructure layer that personal injury firms have never had — powered by technology no one else has built. Our proprietary platform gives law firms real visibility into patient treatment adherence and the operational support to act on it.
The Opportunity
We have built the relationships. We have the platform. Now we need the person who can make our law firm partners wildly successful on it.
CaseRide has 6–10 law firm partners with established relationships ready to activate. This is not a sales role and there is no cold pipeline to work. What we need is someone who can step into those relationships immediately, run the onboarding process hands-on, ensure every firm is getting full value from the platform, and translate what they hear in the field into a clear, prioritized voice back to our product team.
This role reports directly to the founder and CEO. You will have internal operations support handling the coordination and logistics side — your focus is the client relationship, platform adoption, and product feedback loop. As CaseRide scales, this role grows with it: the person who takes this seat is building toward leading the client success function.
What You’ll Do
Activate & Onboard Law Firm Partners
- Take ownership of onboarding for all incoming law firm partners — this is hands-on, relationship-first work
- Configure workflows, coordinate Filevine integration setup with internal support, and train firm staff at all levels
- Get each firm to full platform utilization on a defined, measurable timeline
- Build the onboarding playbook as you go — document what works so it scales
Own the Client Relationship
- Serve as the primary point of contact for every law firm partner — attorneys, case managers, and operations staff
- Run regular check-ins and firm reviews to assess utilization, surface friction, and identify opportunities
- Handle escalations with urgency and professionalism; you close the loop every time
- Track firm health and get ahead of issues before they become problems
Drive Platform Adoption & Value
- Monitor how each firm is actually using the platform — not just whether they logged in
- Identify underutilized features and create targeted engagement strategies to close the gap
- Educate firm staff on compliance reporting, case tracking, and transportation coordination capabilities
- Be the person who connects what the platform can do to what the firm actually needs
Feed the Product Roadmap
- Document client feedback, workflow pain points, and feature requests in a structured, consistent format
- Translate real PI operations experience into clear, prioritized input for the product and development team
- Participate directly in product discussions — your field knowledge is one of the most valuable inputs we have
- Help define what a great CaseRide client experience looks like as the platform evolves
Who You Are
You have spent real time inside the personal injury world. You know how cases move, you understand the urgency of treatment timelines, and you can sit across from an attorney or a case manager and immediately speak their language. That credibility is not something we can train — it has to come with you.
You are also someone who thrives doing the work, not just overseeing it. In this role, you are in the accounts, on the calls, running the onboardings. You are not managing a team yet — you are building the foundation that a team will eventually run on. That is exciting to you, not a compromise.
You are organized, relentless about follow-through, and clear in how you communicate — both with clients and internally. When something isn’t working for a firm, your instinct is to fix it and then figure out how to make sure it never happens again.
Background & Experience
Strongly Preferred Backgrounds
- Senior PI case manager or case management supervisor at a personal injury firm
- Treatment coordinator or patient compliance coordinator with PI firm experience
- Client success or account manager at a legal tech or healthcare tech company serving PI firms
- Operations manager at a PI firm who also managed provider and client relationships
- Workers’ compensation coordinator with crossover into PI and client-facing responsibilities
Required
- Deep, firsthand knowledge of personal injury case workflows — this is non-negotiable
- Strong client-facing communication skills; comfortable with attorneys, case managers, and firm leadership
- Highly organized with the ability to manage multiple firm relationships simultaneously without dropping details
- Startup-comfortable: you can operate without a complete playbook and build as you go
- Clear, structured communicator in writing and verbally — with clients and with internal teams
Preferred Technical Experience
- Filevine (strongly preferred — our core platform integration)
- Clio, SmartAdvocate, Litify, or other PI case management systems
- CRM or client success platforms (HubSpot, Salesforce, Gainsight, or similar)
- Google Workspace
- Comfortable reading utilization data and operational dashboards
What Success Looks Like
In your first 60 days, every firm in the initial cohort is onboarded, your relationships with key contacts are established, and you have a clear picture of how each firm is using the platform. The product team has already received your first round of structured client feedback.
At 6 months, firm utilization is strong and measurable, you have identified the most impactful product improvements from the client perspective, and you are running a tight, consistent cadence across all accounts. No firm feels like they’re falling through the cracks.
At 12 months, the CaseRide client success model is proven and documented. You have a clear view of where the function needs to grow, a recommendation on the first team hire, and a seat at the table in how the product evolves.
Compensation & Benefits
- Base salary: $130,000 – $165,000 depending on experience
- Performance bonus: 15–20% of base, tied to firm activation speed, utilization, and retention metrics
- Equity participation — this is a foundational hire and will be treated as one
- Benefits package (health, dental, vision — details provided at offer stage)
- Hybrid work arrangement based in Los Angeles, working closely with the founding team
Why This Role
The relationships are already there. The platform is built — proprietary technology developed in-house, purpose-built for PI operations, and not available anywhere else. The firms are ready. What’s missing is the person who owns the client side of the business with the same depth that the founding team owns the product and operations side.
If you have spent years in PI and have always felt like you could do more with better tools and better data — this is the role where that experience becomes the most valuable thing in the room. You will work directly with the CEO, help shape how a proprietary platform evolves, define a new category of legal tech, and do it with a firm base of real client relationships from day one.
Pay: From $130,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
Language:
Ability to Commute:
- Los Angeles, CA 90067 (Required)
Work Location: Hybrid remote in Los Angeles, CA 90067
