Director of Client Success - Remote

Overview

The Director of Client Success will be responsible for developing and executing strategies to drive customer satisfaction, retention and growth. The Director will lead the Client Success team and collaborate closely with the Implementation, Project Management, and Analytics teams to introduce new litigation setups, onboard clients, provide user training, and ensure clients have access to important data at different stages of litigation.

In Short

• Lead the development and execution of client strategies to maximize retention, expansion, and overall satisfaction.
• Cultivate high-impact, relationship-driven partnerships with managing partners and staff at law firms.
• Spearhead customer onboarding and adoption initiatives.
• Define and track key performance metrics (KPIs) to evaluate client experience initiatives.
• Collaborate closely with the Client Success Team to advocate for new feature requests.
• Hire, train, mentor, and lead team members.
• Collaborate with internal subject matter experts for team training.
• Develop and implement best-in-class operating protocols for client workflows.
• 7+ years of experience in client success or management.
• Proficiency with Business Intelligence (BI) and reporting tools.

Requirements

• 7+ years of experience in client success, client management, or client-focused consultancy.
• 5+ years in team leadership or management roles.
• Proven success in designing and implementing business process improvements.
• Strong leadership and interpersonal skills.
• Excellent communication and presentation skills.
• Experience with SaaS or subscription-based business models.

Benefits

• Collaborative work environment.
• Opportunity to lead a growing team.
• Engagement with enterprise-level clients.
• Focus on customer-centric solutions.