Law Firm Technology: What’s going on today? 

Today’s law firms are facing new and evolving technology challenges—but, this modern era of technology also offers endless potential to boost business strategies and achieve goals.  

In 2026, data breaches among law firms continue to soar, with hackers increasingly targeting small, medium, and large firms to poach client data for misuse, sale, or ransom. Phishing attempts account for a large portion of cyber incidents, with many reports attributing this attack type to 90% or more of successful breaches. But, ransomware remains on the rise as well—just 45 ransomware attacks compromised over 1.5 million records in 2023 alone, and hackers become even more sophisticated each year.  

However, the current state of technology is also an exciting new landscape for law firms to explore. New and evolving technologies like AI continue to break down boundaries and silos to help law firms grow their profitability and productivity, while cloud infrastructure and other tools for digital transformation allow for cost-effective, future-proofed advancements.  

Law firms are considering their next steps carefully: where to invest, how to manage risk, and what technology to explore today to secure a productive and profitable future. A Client Success Manager helps poise law firms for success in these areas. Keep reading to learn how.  

What is a Client Success Manager? 

The Role of the Client Success Manager

The Client Success Manager is responsible for making sure your law firm's technology is aligned with your goals, that you're thrilled with your IT service, and that your solutions are on-budget and in line with your firm's unique needs and vision. They maintain oversight into all of your law firm's technology solutions, projects, and services, as well as the key goals and circumstances of your law firm's business, to lead strategic decisions that create a sustainable future for your law firm. 

A Client Success Manager is your dedicated point of contact for questions, updates, insights, and communication with internal teams. They serve as your advocate and account leader, dedicating themselves to your law firm's satisfaction and the streamlined delivery of your MSP or IT project and consulting services and ensuring specialists work in harmony to provide you with the IT service you need at the high quality you deserve.

IT Services Exclusively for Law Firms

Strategic Technology Solutions offers IT consulting and Managed IT services exclusively tailored to law firms. See why we're the preferred strategic IT partner for law firms.

Explore Services for Law Firms

What the Client Success Manager does for your law firm

You can rely on your Client Success Manager for tasks like:

• Providing expert advice and guidance to power technology decision-making
  
  
• Updating your law firm on IT progress, changes, challenges, and strategy throughout your relationship with your MSP
  
  
• Keeping tabs on changes, goals, and satisfaction levels among your law firm's leadership and users, empowering your MSP to deliver tailored and customized service with world-class, VIP standards
  

• Analyzing business information and goals to choose IT solutions that make sense for your law firm  

• Balancing the IT budget to aid in law firm profitability and ROI  

• Advocating for your law firm to vendors and partners  

• Helping negotiate vendor contacts and ensure VIP treatment for your firm 

• Partnering with you and your IT services team to create an aligned and effective technology roadmap  

• Poising the business for a sustainable future with practical and useful IT solutions 

• Serving as an expert consultant and technology “right hand” to decision-makers at your law firm  

• Taking IT management off of administrators and team members’ plates to give them their time and energy back 
  

Client Success Managers are critical members of technology partner teams, like Managed Service Providers (MSPs). They work with your technical and support teams to execute sustainable technology strategies, roadmap for the future of the business, and ensure that a law firm’s technology is working at its very best level. They prioritize your business goals and outcomes in their strategy, aligning safe, secure, and productive technology decisions with your future goals and immediate needs.  

From ensuring simple issues are solved to leading transformative technology projects, the Client Success Manager keeps your law firm covered with expert guidance, advocacy, management, and business strategy.  

How does a Client Success Manager help law firms? 

Law firms tend to be hesitant when navigating technology change, and that’s understandable. Missteps or misguided decisions can lead to expensive downtime (and the loss of those billable hours), security incidents that can damage the business reputation or compliance status, and other unsatisfactory results.  

Law firms require technology change and maintenance to be as fast, efficient, and unintrusive as possible. On the other hand, law firms actually need to keep up with technology changes in order to stay safe, profitable, competitive, and productive. 

 This includes equipment upgrades (new phones or computers, for example), system updates, introducing new solutions like AI tools, and even small things, like fixing printers. They need to do so with value in mind, making sure that they stay within an IT budget and achieve a return on technology investment—all without interrupting the important work they do each day.  

This can be a difficult balancing act for a small or mid-sized firm that doesn’t usually have in-house IT teams or resources. It can be even more difficult when it falls on the shoulders of busy administrators, small-group IT support staff, or unsatisfactory technology partners who aren’t invested in the future of the law firm.  

A Client Success Manager allows law firms to outsource IT leadership to an MSP or other IT partner with peace of mind, knowing that they have a dedicated advocate in their corner. This partnership helps keep the law firm running on a daily basis and paves the path for a profitable future driven by smart, tailored technology decisions. It also reduces risk, ensuring that proper preparation, vetting, and safety measures are intact throughout the lifecycle of your technology.  

This vital role ensures that the success of the firm business stays top of mind while IT issues are directed to an expert with a stake in the results. It’s a convenient solution that gives law firms the expert guidance and effort that they need without overwhelming their in-house resources.  

Does my law firm need a Client Success Manager? 

Client Success Manager services are attractive to law firms for many reasons—but do you really need this partnership? Here are some signs it may be time to find an MSP with a Client Success Manager on board: 

• Your law firm is interested in using new and exciting tools, like AI, and wants this investment to be safe and sensible. 

• You’ve been putting off upgrading devices or systems, like Windows, due to anxiety or inconvenience... but you know you’ll have to start soon. 

• You feel overwhelmed by technology decisions and it’s difficult to plan out the future of your business technology.  
  
  
• You don't feel that your current MSP or IT partner is proactive, understanding of your business, or dedicated to your success.
  
  
• Your current MSP seems to lose track of your law firm's tickets, projects, and unique needs, making you feel overlooked and impeding your overall progress.

• Your admin team spends too much time “putting out fires,” and fielding IT concerns between team members and helpdesk reps.  

• You don’t have an in-house IT expert, and you have questions about technology that go unanswered.  

• You find your current technology partners do a “fine,” or “okay” job, but they don’t seem invested in your law firm’s future.

• You need help achieving your vision for your firm’s future—and your current technology arrangements just can’t get you there.  
  
  

Managed IT Just for Law Firms

Our exclusive expertise and elite knowledge of law firm technology and business converge in a powerful managed IT partnership. 

Explore Our Expertise

Client Success Managers at Managed Service Providers: A Winning Pair  

The Client Success Manager is a pivotal role for IT providers, like MSPs, to have in-house. A Client Success Manager helps strategize your technology infrastructure and manage the relationship with teams and specialists across your MSP, who also handle the procurement, installation, maintenance, and billing of your IT solutions.

Client Success Managers serve as an integral part of the in-house team at an MSP, making it easier for them to enact your technology roadmap with their trusted colleagues. You can leverage the strategy and advocacy of your Client Success Manager alongside the technical expertise and manpower of your MSP team in one simple, streamlined relationship, without having to chase down answers or field requests from multiple members of the MSP team. As your main point of contact, your Client Success Manager handles it all.

Client Success Manager Services from STS  

Strategic Technology Solutions provides every Managed IT client with a dedicated Client Success Manager to help our law firms traverse technology challenges, maintenance, and changes with trust and confidence.  

We’ll help you strategically plan for your current and future technology needs with steps like:  

• Discover and understand your law firm’s business needs and goals 

• Proactively perform Annual Reviews and Strategic Business Reviews to align your law firm's technology service to your goals and ensure highest-quality service experience 

• Make IT recommendations and set priorities via a technology roadmap 

• Align IT initiatives with your overall business strategy to provide predictive budgeting to leadership 
  
  
• Ensure that your service experience remains top-tier and that your leadership and users are thrilled with our work
  
  
• Relays feedback to our team from clients like you to ensure we're constantly improving

• Ongoing vendor management to streamline IT operations and increase operational efficiencies and health 
  
  
• Provide regular reports on network health, systems, usage, support statistics, budget, security and other IT performance metrics, and goes over them with you in easy-to-understand terms. 

Questions about your specific law firm IT situation?  Connect with an expert today.