Customer Success Lead
Founding Customer Success Lead owning the full lifecycle from onboarding to adoption for AI-powered legal SaaS. Builds relationships with B2B customers, drives retention/upsell, influences product roadmap, and scales CS function in early-stage startup. Requires 5+ years client-facing experience in high-growth tech.
About the job
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
Skills
Customer Success, Account Management, B2B SaaS, Onboarding, Customer Onboarding, Customer Health Metrics, Client Relationships, Product Feedback, Upsell, Legal Tech
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