Customer Success Leader, Majors

📋 Description

• Lead and develop the team: Coach CSMs on account strategy, stakeholder relationships and
• Own portfolio outcomes: Be accountable for retention, net revenue retention and adoption across
• Drive measurable customer value: Guide the team in identifying high-impact use cases across
• Lead executive engagement and customer escalations: Meet directly with senior firm stakeholders
• Align teams around customer priorities: Bring together Sales, Legal Engineering, Product
• Influence product direction: Bring evidence from strategic law firm accounts to Product and

🎯 Requirements

• 10+ years of experience in customer success, account management, consulting or professional
• A track record of delivering retention and expansion outcomes across complex enterprise accounts
• Experience building strong teams through coaching, clear expectations and thoughtful performance
• The ability to earn trust with senior stakeholders, lead difficult customer conversations and
• Strong analytical judgment, including the ability to interpret adoption data, assess account risk
• Experience helping organizations adopt new technology and change established ways of working, with