Customer Success • Lead

Who you are

You are a highly-experienced leader with a strong background in customer success, particularly in the technology industry. You embody values of mutual respect and egoless communication, and you have a relentless focus on enhancing the client experience. Your leadership style fosters collaboration and empowers your team to deliver exceptional results. You have a proven track record of developing teams that provide industry-leading customer experiences, and you are adept at managing escalations and ensuring clients realize the full value of their investments.

You thrive in a collaborative environment, working closely with Sales, Business Development, Product, Engineering, Finance, Marketing, and other teams to create a value-driven user experience. Your strategic mindset allows you to define and implement effective customer success processes tailored to the needs of different segments, particularly in Strategic and Plaintiff areas. You are committed to the professional growth of your team members and understand the importance of building a strong Customer Leadership Team.

What you'll do

As the Director of Customer Success at Everlaw, you will lead a team of Customer Success Managers and Associates, overseeing the entire post-sale client experience. You will develop and implement best practices for customer engagement, ensuring that clients are supported throughout their journey with Everlaw. Your role will involve managing escalations and collaborating with clients to help them maximize the value of their technology stack. You will also work closely with cross-functional teams to align customer success initiatives with broader company goals.

Your responsibilities will include setting strategic objectives for the Customer Success team, measuring performance against these goals, and continuously refining processes to enhance customer satisfaction. You will play a key role in shaping the company's approach to customer success, ensuring that it aligns with Everlaw's mission to promote justice by illuminating truth. You will also be responsible for mentoring and developing your team, fostering a culture of excellence and accountability.

What we offer

At Everlaw, we offer a vibrant company culture that values open communication and collaboration. You will have the opportunity to make a significant impact on the customer experience and contribute to the growth of the company. We are committed to the professional development of our team members and provide resources to support your growth. Join us in our mission to transform the legal industry and promote justice through innovative technology.