Head of Customer Success 140K- 175K Hybrid Equity Bonus High Growth Legal Tech Startup

📋 Description

• • Own the entire post-sales customer journey from day one—designing, executing, and continuously refining a world-class onboarding, adoption, and expansion motion for a high-growth legal-tech SaaS platform that is re-defining how law firms and in-house teams operate.
• • Be the first Customer Success leader in the company and lay the operational bedrock: architect repeatable playbooks, choose and implement CS tooling (CSMs, health-scoring, usage analytics, renewal forecasting), and create the dashboards that the executive team will rely on for board-level reporting.
• • Work shoulder-to-shoulder with customers—ranging from AmLaw 100 firms to lean start-up legal teams—to understand their unique workflows, then translate those business requirements into elegant technical configurations inside the product (custom fields, integrations, permissioning, automation rules, reporting views).
• • Serve as the primary bridge between the customer and the Product & Engineering organization: synthesize pain points, quantify impact, and present data-backed business cases that influence sprint priorities and quarterly roadmap decisions.
• • Define and operationalize customer health metrics—adoption breadth/depth, time-to-first-value, NPS, retention risk indicators—and build a living dashboard that surfaces actionable insights for CSMs, Sales, and the executive team.
• • Run strategic business reviews (QBRs/EBRs) with customer executives, turning raw usage data and anecdotal feedback into compelling narratives that demonstrate ROI and open doors to upsell and cross-sell conversations.
• • Partner with Sales leadership on renewals and expansions: build joint account plans, forecast risk and opportunity, and create mutual-success plans that ensure every renewal is a non-event and every expansion is a logical next step.
• • Capture and curate the “Voice of the Customer” at scale: maintain a centralized repository of feature requests, pain points, and success stories; publish quarterly customer-impact reports that Marketing turns into case studies, webinars, and conference presentations.
• • Design and deliver scalable onboarding programs—self-serve learning paths, live enablement sessions, certification tracks—that shrink time-to-value from weeks to days while reducing implementation load on internal resources.
• • As the company scales, recruit, onboard, and mentor the founding CS team (CSMs, Implementation Specialists, Support Engineers), codifying culture, performance standards, and career paths that attract top-tier talent in a competitive market.
• • Collaborate cross-functionally with Marketing to launch customer-advocacy initiatives (reference programs, user groups, advisory boards) that turn delighted customers into a powerful go-to-market engine.
• • Continuously iterate on pricing and packaging insights gathered from the field, feeding real-world usage data back to Finance and Product to refine SKU definitions and land-and-expand motions.
• • Champion data-driven decision-making across the organization: establish SLAs for support, define “red account” protocols, and create early-warning systems that flag churn risk 90 days in advance.
• • Represent the company at industry events, customer conferences, and webinars, positioning yourself and the brand as thought leaders in legal-tech customer success and digital transformation.
• • Foster a culture of experimentation—A/B test onboarding flows, pilot in-app guidance, and leverage product-usage telemetry to uncover friction points before they become escalations.