03. Director for Client Success with Law Firm Experience - US Based

Description:

• Own and continuously optimize the full client lifecycle, from onboarding through long-term partnership, renewal, and expansion.
• Design and lead structured onboarding programs that drive rapid adoption, clear value realization, and high client satisfaction.
• Build and maintain trusted executive-level relationships with law firm leadership and key stakeholders.
• Establish clear success metrics, feedback loops, and reporting frameworks to monitor and improve the client experience and outcomes.
• Leverage client data and performance metrics to identify trends, risks, and opportunities to improve retention and outcomes.
• Build, lead, mentor, and scale a high-performing Client Success organization, including managers and specialists.
• Recruit, train, and develop top-tier talent while fostering a culture of accountability, collaboration, and excellence.
• Develop and implement scalable systems, processes, and policies that drive operational efficiency and consistency.
• Partner with Sales, Product, Operations, and executive leadership to support renewals, expansion, roadmap alignment, and company strategy.
• Manage budgets and resources responsibly to ensure profitability and operational discipline.

Requirements:

• 8+ years of progressive leadership experience in Client Success, Operations, or Customer Experience.
• Proven track record of building, managing, and scaling high-performing client success teams.
• Strong understanding of law firm operations, legal services, or comparable professional services environments.
• Demonstrated ability to analyze performance data, identify trends and risks, and translate insights into strategic action.
• Executive-level communication and relationship-building skills with the ability to influence senior internal and external stakeholders.
• Experience designing and implementing processes, systems, and teams from the ground up (highly preferred).
• Operational rigor and data-driven decision-making demonstrated in prior roles.
• Experience managing budgets and resources and aligning team operations with long-term strategic objectives.

Apply tot his job Apply To this Job