Customer Success Lead, Enterprise
Owns portfolio of enterprise law firm accounts post-sale, leading onboarding, QBRs, expansion, and account health to drive NRR and growth. Requires 4-7 years B2B CS/account management experience, ideally in legal/healthcare SaaS, with CRM proficiency.
About the job
What You'll Own
- Own a portfolio of enterprise accounts starting post-sale, from building key relationships to maintaining account health
- Lead structured onboarding for new enterprise customers — platform training, first case submission, integration into firm workflows
- Conduct regular business reviews (QBRs) and executive check-ins to surface value, resolve friction, and identify growth opportunities
- Maintain documented account health status for every firm in your portfolio; flag at-risk accounts and lead recovery plans
- Own expansion within your book: upsell volume, additional practice areas, additional offices, and new service lines
- Be the customer's advocate internally — route feedback to product, operations, and leadership and close the loop with customers on outcomes
- Build and iterate on scalable playbooks for onboarding, QBRs, renewals, and escalations
- Collaborate with the Support Lead to ensure enterprise escalations are resolved quickly and with white-glove service
What We're Looking For
- 4–7 years of B2B Customer Success or Account Management experience, ideally in legal tech, healthcare tech, or a document/workflow SaaS
- Demonstrated track record managing enterprise accounts with strong NRR and expansion results
- Executive presence — comfortable running QBRs with partners and firm administrators
- Highly organized, process-oriented: you build playbooks, not just relationships
- Strong instincts for identifying expansion signals and converting them into revenue
- Experience with CRM / CS platforms (Salesforce, HubSpot, Gainsight, or equivalent)
- Comfortable in an early-stage environment — you can build structure without waiting to be told
Success Metrics
- Net Revenue Retention: Retain and grow ARR within your portfolio
- Onboarding Completion: 100% of enterprise customers complete structured onboarding within 2 weeks
- QBR Cadence: All enterprise accounts on a regular review schedule (quarterly minimum)
- Account Health Coverage: Every account has a documented health status; zero surprise churns
- Expansion Pipeline: Active expansion opportunities identified and progressed each quarter
Skills
Salesforce, HubSpot, Gainsight, Customer Success, Account Management, QBRs, Onboarding, Net Revenue Retention, Nrr, CRM, Cs Platforms
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