Head of Customer Success (Legal Tech)
Core
Building and scaling a Customer Success organization for a LegalTech SaaS product that uses AI for contract review.
Role type
Senior leadership Customer Success Head (SaaS)
Builds
Customer Success team, processes, and retention/expansion programs for enterprise legal clients
Domain
LegalTech / SaaS / AI
Deliverable
production ML models
Required skills
Customer Success team building & scaling, SaaS retention & expansion strategy, data-driven health scoring, QBR/EBR execution, cross-functional product collaboration, HubSpot & AI tool proficiency
Preferred skills
LegalTech domain experience, Intercom/Startdeliver platform experience
Technologies
HubSpot, Startdeliver, Intercom, AI tools
Responsibilities
Build and scale the CS team (recruiting, onboarding, coaching), establish team structure and KPIs, drive retention and expansion (renewals, upsell, NRR), manage churn prevention, lead QBRs with strategic clients, collaborate with Product on customer feedback
Seniority
Senior, hands-on IC with leadership responsibilities
