Director, Customer Success
Core
Build and lead a Customer Experience function to protect and grow ~$170M ARR across 175+ global legal tech clients by driving retention, expansion, and value realization.
Role type
Director, Customer Success (Sales-aligned revenue leader)
Builds
Scalable Customer Success organization, retention strategies, and expansion plays for enterprise legal clients
Domain
Legal Technology (SaaS)
Required skills
SaaS customer lifecycle management, retention strategy, expansion/cross-sell, team building, Salesforce administration, value realization frameworks, executive stakeholder management
Preferred skills
Experience scaling CS functions from ground up, legal industry domain knowledge, AI product adoption expertise
Technologies
Salesforce, TyMetrix 360°, Legal Bill Analyzer (LBA)
Responsibilities
Design segmented coverage models and hire ~8 CSMs; Own Gross Retention Rate and drive renewal planning; Implement value realization plans and adoption programs; Establish customer health scoring and risk mitigation systems; Partner cross-functionally with Sales, Product, and Marketing; Define KPIs and operating rhythms for the CS function
Seniority
Director, strategic leadership & team building
