Director, Customer Success (LegalTech)

TL;DR

Director, Customer Success (LegalTech): Leading the Corporate Customer Success organization to drive adoption and Net Revenue Retention (NRR) for eDiscovery and legal hold solutions with an accent on team development and portfolio health. Focus on coaching Customer Success Managers, mitigating renewal risks, and maximizing customer lifetime value.

Location: Hybrid in Chicago, IL (4 days onsite) or Remote for candidates based outside of Illinois (US)

Salary: $131,750 – $155,000 per year plus commission

Company

A legal technology provider specializing in eDiscovery, investigation, legal hold, and data preservation solutions.

What you will do

• Manage and develop a team of Customer Success Managers, providing coaching, performance management, and career development.
• Drive customer adoption, engagement, and measurable business outcomes across the corporate customer segment.
• Own Net Revenue Retention (NRR) and Renewal Rate performance, partnering closely with the Renewals organization.
• Lead portfolio and risk reviews to proactively identify adoption gaps and execute recovery strategies for at-risk accounts.
• Participate in Executive Business Reviews (EBRs) and strategic account planning sessions with executive stakeholders.
• Champion customer advocacy initiatives, including advisory boards, case studies, and feedback programs.

Requirements

• 10+ years of experience in Customer Success, Account Management, Consulting, or SaaS.
• 3+ years of direct people leadership experience, including hiring and performance management.
• Bachelor’s degree in a technology field (CS, IT) or legal field (Paralegal, JD).
• Expertise in eDiscovery, Legal Technology, or data forensics.
• Experience utilizing Salesforce, Gainsight, or similar customer success platforms.
• Must be based in the US (Illinois for hybrid or other US states for remote).

Nice to have

• Certifications from hirify.global, Logikcull, Brainspace, or ACEDS.

Culture & Benefits

• Comprehensive health benefits including Medical, Dental, Vision, and HSA/FSA.
• 401k match program.
• Paid vacation, sick, and personal days, plus paid holidays.
• Childbirth recovery and bonding leave policies.
• Access to an onsite gym and recreational area at the Chicago office.
• Collaborative in-office environment with focus on professional development.