Head of Customer Success

Job Summary

Driving customer success initiatives, the full-time Head of Customer Success will manage post-sale motions, enhance customer relationships, and lead a growing team in a remote environment focused on elite law firms and Fortune 500 corporate legal teams.

Key responsibilities

• Oversee the implementation of customer success strategies, ensuring effective onboarding, adoption, and value realization for clients
• Build and maintain strong relationships with marquee customers, translating their feedback into actionable product insights
• Design and implement an AI-native post-sale motion, evolving existing practices to enhance customer retention and expansion

Required qualifications

• Proven experience in managing Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and expansion Annual Recurring Revenue (ARR)
• Demonstrated ability to own and lead customer relationships personally, particularly with high-profile clients
• Experience in developing and executing post-sale strategies in fast-paced environments
• Strong understanding of AI-native product lifecycle and customer success methodologies
• Track record of building and scaling customer success teams and operations