Director, Customer Success (LegalTech)

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.