Vice President of Customer Success

The Company is in search of a VP of Customer Success to spearhead the growth and scaling of the Customer Success organization. This pivotal role is responsible for the full post-sale lifecycle, including onboarding, adoption, ongoing engagement, retention, and expansion. The successful candidate will lead a team of directors, own the organizational design, and define the operating infrastructure to ensure repeatable and high-value customer experiences. Collaboration with various internal teams is essential to deliver a consistent customer experience across all segments. The VP will also be tasked with setting and achieving retention and expansion targets, as well as establishing and maintaining a strong Voice of Customer program. Applicants for the VP of Customer Success position at the company should have a minimum of 7 years' experience in customer success, account management, or client services within B2B SaaS or tech-enabled services, with at least 5 years in a leadership role. The role requires a proven track record in managing managers, owning retention and expansion targets, and experience in building or rebuilding a Customer Success operating model. Strong data fluency, proficiency with CRM systems, and a Bachelor's degree are mandatory, with a preference for a focus in business, law, or a related field. The ideal candidate will have a background in legal services, personal injury, or litigation-adjacent technology, and the ability to travel up to 40%. The VP will be expected to operate independently, set clear direction, and bring forward recommendations with a strong point of view.