Director, Customer Success Management

About the role

We are building a Customer Success Management capability within our Sales organization to fundamentally elevate how we grow and retain. Corporate legal departments are under increasing pressure to control spend, improve efficiency, and demonstrate ROI, particularly as AI begins to reshape how legal work is delivered. Winning in this environment requires more than product differentiation; it requires a clear, quantified, and credible value story that is co-created with the customer and continuously reinforced through measurable outcomes.

Responsibilities

• Lead the Customer Success Management (CSM) function, defining strategy, processes, and metrics to drive adoption, retention, and expansion across our ELM Solutions customer base.
• Partner with Sales, Product, and Services teams to ensure seamless handoffs, alignment on customer goals, and delivery of measurable business value.
• Develop and implement a scalable framework for customer health scoring, risk mitigation, and proactive engagement to reduce churn and increase lifetime value.
• Work closely with customers to co-create success plans that align our solutions with their strategic objectives, ensuring quantifiable ROI and long-term satisfaction.
• Establish and track KPIs (e.g., adoption rates, customer satisfaction, renewal rates, upsell/cross-sell) to demonstrate the impact of the CSM function on revenue growth and retention.
• Build and mentor a high-performing CSM team, fostering a culture of accountability, collaboration, and customer-centricity.
• Leverage data and insights to identify trends, opportunities, and risks, and translate them into actionable strategies for the business.
• Collaborate with Marketing to develop customer success stories, case studies, and thought leadership content that showcases the value of our solutions.

Requirements

• 10+ years of experience in Customer Success, Account Management, or related roles, with at least 5 years in a leadership capacity.
• Proven track record of building and scaling Customer Success functions in a B2B SaaS or enterprise software environment.
• Experience working with corporate legal departments or legal technology solutions is a strong plus.
• Strong analytical skills with the ability to interpret data, identify trends, and drive data-informed decision-making.
• Exceptional communication and presentation skills, with the ability to articulate complex value propositions to executive-level stakeholders.
• Demonstrated ability to collaborate cross-functionally with Sales, Product, Marketing, and Services teams.
• Passion for customer-centricity and a commitment to delivering measurable business outcomes.

Skills

• Strategic thinking and problem-solving
• Leadership and team development
• Customer relationship management
• Data analysis and KPI tracking
• Stakeholder management
• Change management and process improvement