Head of Customer Success, Mid-Market - Americas

📋 Description

• Define and execute enterprise CS strategy for the Americas.
• Recruit, coach, and develop Mid-Market CSMs and leaders.
• Own NRR, adoption, and renewal targets for Americas MM.
• Build scalable CS processes: onboarding, QBRs, health scoring.
• Partner with Product, Eng, Sales, and Marketing for feedback.
• Engage with C-suite executives to drive alignment.

🎯 Requirements

• 10+ years in CS/AM/strategy consulting; 5+ yrs leading enterprise CS teams.
• Proven track record with NRR, adoption, and expansion at scale.
• Led 10+ person teams across MM, SMB, ENT in US/Canada/LATAM.
• Strong executive presence with C-suite stakeholders.
• Experience in legal tech or selling to law firms is preferred.
• Familiarity with AI/LLM and evangelizing new tech.

🎁 Benefits

• High-growth environment with meaningful impact.
• Collaborative culture with executive exposure.
• Opportunity to build and scale a global CS team.