Director, Customer Success (LegalTech)

TL;DR

Director, Customer Success (LegalTech): Leading and developing a high-performing customer success team to drive innovation and retention for global legal tech solutions with an accent on strategic alignment and data-driven decision-making. Focus on fostering a culture of excellence, enhancing customer experience, and collaborating cross-functionally to scale AI-forward legal tools.

Location: Hybrid role requiring on-site presence at least six days per month in Austin, Chicago, Denver, New Jersey, Philadelphia, or Raleigh.

Company

A global leader in legal technology innovation, delivering transformational AI-powered solutions to law firms and corporate legal teams for over 30 years.

What you will do

• Develop and implement strategies to enhance customer satisfaction and retention.
• Lead, mentor, and develop a high-performing customer success team.
• Build and maintain strong relationships with key customers to understand their needs.
• Establish and track key performance indicators (KPIs) to measure success.
• Analyze and improve customer success processes for efficiency and effectiveness.
• Collaborate with sales, product, and marketing teams to ensure alignment and integration.

Requirements

• Minimum of 7 years in customer success or a similar leadership role.
• Bachelor's degree in business, Marketing, or a related field (MBA preferred).
• Proven track record of enhancing customer satisfaction and leading teams.
• Strong strategic thinking and leadership abilities.
• Proficiency in CRM and customer success management tools.
• Ability to analyze data and drive data-driven decisions.

Culture & Benefits

• Comprehensive health insurance and retirement savings plans.
• Generous paid time off and supportive work-life balance.
• Opportunities for professional development and career growth.
• Global, dynamic, and diverse team environment.
• Commitment to an inclusive workplace and equal opportunity.