Customer Success Lead

Responsibilities

• Own the entire customer success lifecycle, from onboarding to long-term adoption
• Build strong relationships with users — from paralegals to managing partners
• Manage our pilot process to ensure we convert prospective customers into closed contracts
• Lead onboarding and training sessions to drive successful adoption
• Be the first line of support when issues arise — and coordinate resolution with engineering
• Proactively check in with accounts to uncover pain points, usage gaps, and upsell opportunities
• Document user feedback and partner with product/engineering to influence the roadmap
• Establish and track customer health metrics such as retention, engagement, and satisfaction
• Build playbooks, training materials, and scalable processes that will serve as the foundation for a future CS team
• Turn our customers into champions and advocates

Requirements

• 5+ years of experience in customer success, account management, or other client-facing roles in a fast-paced, high-growth tech company — ideally in legal tech or other vertical SaaS
• Passion for building deep, trusted relationships with customers
• Excellent communication and problem-solving skills
• Experience managing B2B customers with complex workflows or integrations
• Proactive mindset — anticipate problems
• Experience working with product and engineering teams to represent the voice of the customer
• Ability to distill and prioritize customer feedback into concrete action plans
• Interest in AI and the future of professional services

Compensation & Benefits

• Competitive base salary
• Competitive equity component
• Comprehensive health, dental, and vision insurance
• Meals in office
• Regular team events