Head of Customer Success | $140K-$175K + Hybrid + Equity + Bonus | High Growth Legal Tech Startup

Job Description

Job Description

Company Description

This is a hybrid role in the San Francisco Bay Area in Palo Alto with 2-3 days in office.

Are you ready to disrupt outdated systems with a modern future proof platform?

Our client is a fast-growing SaaS company with the most modern platform for case and workflow management : Simple, customizable, and AI-driven. In an industry long dominated by outdated systems, their modern platform seamlessly integrates with thousands of apps, provides a cloud-native solution that goes live in weeks, and empowers teams with automation, analytics, and no-code customization.

Originally built as a legal tech case management platform, their award winning platform has become industry agnostic serving SMB to enterprises in insurance, finance, entertainment, and more. This is an exciting growth opportunity with plans to expand globally and into new industries.

Company Culture

Behind the product is a collaborative, ambitious, and supportive team that thrives on solving real-world problems together. You’ll be joining a group of innovators who value curiosity, teamwork, and ownership—where everyone’s contribution makes an immediate impact.

You’ll work closely with the founders and C-Suite, allowing you to make a real difference and be part of strategic decisions. If you're someone who thrives in a fast-paced, entrepreneurial environment with opportunities for growth and advancement, this is the place for you!

Job Description

We’re looking for a Head of Customer Success with a tech savvy SaaS product focused background - you’ve configured various SaaS applications for customers. In this hands-on role, you will shape the foundation of the success department and thrive at the intersection of product, implementation, and customer success.

Responsibilities :

• Own the full post-sales customer journey, from onboarding to long-term adoption and growth.
• Work directly with customers to configure and implement our SaaS application.
• Translate business needs into technical configurations and workflows that maximize customer outcomes.
• Serve as the bridge between customers and product / engineering, bringing feedback and feature requests into the roadmap.
• Develop playbooks and best practices for onboarding, adoption, and expansion.
• Partner with Sales on renewals and expansions by driving measurable customer value.
• Build the foundations of a scalable CS organization (processes, tooling, reporting) as the company grows.
• Define customer journeys & health metrics : Create clear journeys for customers, build health scores, adoption KPIs, and dashboards aligned to company OKRs.
• Voice of the Customer : Run strategic business reviews, capture and translate customer feedback into product and GTM priorities, and build a library of success stories and case studies.
• Collaborate cross-functionally : Work closely with Product, Sales, and Marketing to ensure customers see value and to influence roadmap priorities with customer data.
• Hire & scale : As the function grows, help recruit, train, and mentor the first CS hires; create onboarding & enablement materials for the team.

Qualifications

Additional Information

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