Job Description

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

This is a hybrid role in the San Francisco Bay Area in Palo Alto with 2-3 days in office.

Are you ready to disrupt outdated systems with a modern future proof platform?

Our client is a fast-growing SaaS company with the most modern platform for case and workflow management: Simple, customizable, and AI-driven. In an industry long dominated by outdated systems, their modern platform seamlessly integrates with thousands of apps, provides a cloud-native solution that goes live in weeks, and empowers teams with automation, analytics, and no-code customization.

Originally built as a legal tech case management platform, their award winning platform has become industry agnostic serving SMB to enterprises in insurance, finance, entertainment, and more. This is an exciting growth opportunity with plans to expand globally and into new industries.

Company Culture

Behind the product is a collaborative, ambitious, and supportive team that thrives on solving real-world problems together. Youll be joining a group of innovators who value curiosity, teamwork, and ownershipwhere everyones contribution makes an immediate impact.

Youll work closely with the founders and C-Suite, allowing you to make a real difference and be part of strategic decisions. If you're someone who thrives in a fast-paced, entrepreneurial environment with opportunities for growth and advancement, this is the place for you!

Job Description

Were looking for a Head of Customer Success with a tech savvy SaaS product focused background - youve configured various SaaS applications for customers. In this hands-on role, you will shape the foundation of the success department and thrive at the intersection of product, implementation, and customer success.

Responsibilities:

• Own the full post-sales customer journey, from onboarding to long-term adoption and growth.
• Work directly with customers to configure and implement our SaaS application.
• Translate business needs into technical configurations and workflows that maximize customer outcomes.
• Serve as the bridge between customers and product/engineering, bringing feedback and feature requests into the roadmap.
• Develop playbooks and best practices for onboarding, adoption, and expansion.
• Partner with Sales on renewals and expansions by driving measurable customer value.
• Build the foundations of a scalable CS organization (processes, tooling, reporting) as the company grows.
• Define customer journeys & health metrics: Create clear journeys for customers, build health scores, adoption KPIs, and dashboards aligned to company OKRs.
• Voice of the Customer: Run strategic business reviews, capture and translate customer feedback into product and GTM priorities, and build a library of success stories and case studies.
• Collaborate cross-functionally: Work closely with Product, Sales, and Marketing to ensure customers see value and to influence roadmap priorities with customer data.
• Hire & scale: As the function grows, help recruit, train, and mentor the first CS hires; create onboarding & enablement materials for the team.

Requirements:

• 6-9+ years of customer success experience in a B2B SaaS environment.
• Strong product background with experience configuring and implementing SaaS applications for customers such as Asana, Monday, NetSuite, or similar platforms.
• Proven experience hiring and scaling a CSM team.
• Proven track record of building or improving CS processes (onboarding, adoption, renewals).
• Strong experience working with cross functional teams especially sales.
• Metrics driven with demonstrated results reducing churn and increasing adoption (data-driven approach).
• Strong experience with CRMs and CS tooling preferably HubSpot.
• Excellent communicator with ability to present confidently to technical and non technical audiences.
• Ownership mindset - you see problems and implement solutions quickly.
• Hands-on, execution-oriented - this is a doer role that requires building and implementing, not just strategy.
• Must be able to work in a fast-paced environment with the ability to prioritize, multitask, perform well under pressure, meet deadlines, and wear multiple hats.
• Excited to work in a startup environment; you have a track record of being adaptable to changing priorities in a fluid, high-growth environment.

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