Customer Success Director (Corporate Lawyer)

Overview

This role involves serving as a subject matter expert in customer retention, lawyer management, and a contract automation solution for private markets. You will act as a client advocate to help customers achieve positive business outcomes throughout their partnership.

The organization is seeking a Customer Success Director to join its Contract Automation team.

Responsibilities

• Customer journey management: Proactively manage and execute tasks across the customer journey to improve satisfaction and engagement, including facilitating onboarding for new customers.
• Relationship management: Manage multiple client stakeholders and build trust and partnership through remote and in-person communication; proactively identify and meet customer needs.
• Collaboration: Partner with Customer Success Managers and cross-functionally with teams including sales, product operations, and the Lawyer Network to support day-to-day CS operations and ensure a seamless customer experience.
• Operations and enablement: Update customer success management tools (such as Gainsight), conduct customer call reviews using platforms such as Gong, and participate in training discussions to drive continuous improvement.

Requirements

• Experience: 4+ years of experience in a law firm environment is strongly preferred. Candidates with 5+ years of customer-facing experience in the financial services industry will also be considered, ideally with exposure to routine legal contracts such as NDAs, NRLs, vendor agreements, and other similar documents.
• Communication (written/verbal): Ability to communicate effectively in person, over Zoom and the phone, and via email with diverse stakeholders.
• Adaptability and initiative: Ability to understand how the customer success function impacts the broader organization; self-starter who can learn and execute quickly in a dynamic environment.
• Training and simplification: Skilled at translating complex technical concepts into clear, customer-facing language for communication and training.
• Attention to detail: Strong ability to notice even the smallest errors and ensure accuracy and precision.
• Travel: Preferably willing and able to travel up to twice per quarter to major U.S. cities for in-person meetings with customers and key contacts.

Preferred Qualifications

• Exposure to routine legal contracts such as NDAs, NRLs, vendor agreements, and other similar documents.

Compensation & Benefits

• Compensation range: $123.2K - $172.8K
• Remote-first working policy, with office hubs in NYC, Santa Barbara, and London
• Twice yearly team offsites for in-person collaboration
• Paid flexible time off policy
• Paid parental leave and benefits
• Employer-supported retirement contributions, varying by country
• Monthly phone and internet reimbursement
• Company-sponsored learning and development resources, department budgets for professional development, and a robust onboarding program
• Medical, dental, and vision insurance options

Location

For this job, candidates must be based in the United States, with a preference for New York City.

United States hiring locations: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Kansas, Massachusetts, Maryland, Minnesota, North Carolina, New Jersey, Nevada, New York, Ohio, Oregon, Pennsylvania, Rhode Island, Tennessee, Texas, Utah, Virginia, Washington

Additional note: Occasional travel is required for employees, typically at least twice per year to attend team and larger group off-sites for in-person collaboration. Additional travel may be required depending on role and business need.

Inclusivity

The organization is committed to full inclusion of all qualified individuals and will provide reasonable accommodations for applicants and employees with disabilities, as needed to participate in the application/interview process, perform essential job functions, and/or receive other employment benefits and privileges.

Employment & application notes

All employees hired will be required to verify identity and eligibility to work in their particular location.

The organization is not accepting blind submissions or resumes/CVs from recruitment agencies; any candidate sent by an agency will not be accepted or considered without a signed agreement in place.