Customer Success Lead, Enterprise

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