Head of Customer Success 140K175K Hybrid Equity Bonus High Growth Legal Tech Startup

Job Description

We’re looking for a Head of Customer Success with a tech savvy SaaS product focused background - you’ve 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.

Qualifications :

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.

Equal Employment Opportunity Statement :

We are an equal opportunity employer and welcome applications from diverse candidates.

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