Director, Customer Success – Renewals Ownership Required

Responsibilities

• Develop and implement strategies to enhance customer satisfaction and retention
• Align customer success initiatives with overall business goals
• Lead, mentor, and develop a high‑performing customer success team
• Foster a culture of excellence, collaboration, and continuous improvement
• Build and maintain strong relationships with key customers to understand their needs
• Identify opportunities to enhance the customer experience and address pain points
• Establish and track key performance indicators (KPIs) to measure success
• Provide regular reports and insights to senior management on customer success metrics
• Analyze and improve customer success processes for efficiency and effectiveness
• Implement tools and technologies to enhance customer interactions and satisfaction
• Collaborate with sales, product, and marketing teams to ensure alignment and integration
• Drive initiatives that foster collaboration and synergy across departments

• Bachelor's degree in business, Marketing, or a related field
• Minimum of 7 years in customer success or a similar leadership role
• Proven track record of enhancing customer satisfaction and leading teams
• Strong strategic thinking and leadership abilities
• Excellent communication and interpersonal skills
• Proficiency in CRM and customer success management tools
• Ability to analyze data and drive data‑driven decisions
• Results‑oriented with a focus on customer satisfaction and retention
• High level of adaptability and resilience in a fast‑paced environment
• Strong problem‑solving and decision‑making abilities
• MBA or advanced degree preferred (nice to have)
• Legal tech experience or exposure is nice to have