Requirements

7+ years in customer success, account management, or client services within B2B SaaS or tech-enabled services, including 5+ years leading a customer-facing function through a growth stage.
Demonstrated experience managing managers, including at least one director-level report, and managing up to the executive or board level.
Track record as the named owner of retention and expansion targets, with the reporting and forecasting to support them.
Experience building or materially rebuilding a Customer Success operating model: segmentation and coverage, health scoring, playbooks, business review standards, escalation paths, and documentation.
Experience standing up or scaling an onboarding, implementation or professional services function as part of the customer lifecycle.
Proven ability to operate without an existing playbook, set direction independently, and bring forward recommendations with a clear point of view.
Strong data fluency, including business analysis from reports and comfort using AI tools to support analysis, workflow design, and customer communications.
Proficiency with CRM systems (e.g., HubSpot, Salesforce) and reporting tools.
Bachelor's degree required. Focus in business, law, or a related field is preferred.
Experience in legal services, personal injury, or litigation-adjacent technology is strongly preferred.
Ability to travel up to 40%.

VP of Customer Success ( Remote)

Summary