Customer Experience Lead

Centari, Inc.; New York (NY); Hybrid; USD 100,000 - 150,000; Full time

Job summary

Centari, a transformative Deal Intelligence platform, seeks a Customer Experience Lead to enhance the customer journey. The ideal candidate will manage the complete customer lifecycle, ensuring enterprise clients derive maximum value from Centari's offerings while collaborating closely with product, sales, and engineering teams.

Benefits

Competitive salary

Equity

Comprehensive benefits (health, dental, vision)

401k

Flexible PTO

Qualifications

• 8+ years of hands-on, customer-facing experience in B2B SaaS.
• Significant experience in legaltech or fintech preferred.

Responsibilities

• Design and execute customer journey from onboarding to advocacy.
• Establish customer health metrics to improve experience.
• Work closely with product and sales to gather customer feedback.

Skills

Customer Relationship Management

Communication

Presentation Skills

Enterprise SaaS Experience

Problem Solving

Job description

About Centari

Centari is the Deal Intelligence platform for law and finance. Our agentic model transforms unstructured documents into valuable insights, empowering professionals to forecast, analyze, and negotiate with the full force of their firm's knowledge.

We call it data-driven dealmaking, and it's transforming the economy as we know it.

Today, Centari supports attorneys from global firms across M&A, debt finance, asset management, and real estate. We are backed by top investors in enterprise AI, including former DoorDash board member Jeremy Kranz, Seamless co-founder Andy Appelbaum, Jack Altman, South Park Commons, Recall Capital, and GTMfund.

For more information, check out centari.com or find us on LinkedIn.

About the Role

We're seeking an exceptional Customer Experience Lead to own and optimize our end-to-end customer journey during a period of rapid growth. In this hands-on, client-facing role, you will develop and execute the strategy that ensures our AmLaw 100 and enterprise customers achieve transformative value with Centari's products and services.

You will personally manage the complete customer lifecycle—from onboarding through adoption, support, success, and advocacy. You will work directly with our sales, product, and engineering teams, establish scalable systems, and create seamless experiences across our enterprise clients. This role requires rolling up your sleeves daily, deep experience with enterprise SaaS deployments, and the ability to build and maintain relationships with partners and executives at prestigious firms.

The ideal candidate will have extensive hands-on experience managing enterprise customer relationships, a background in enterprise SaaS, and preferably experience in the legal technology space. You must be comfortable being both a strategist and an individual contributor – someone who can design a customer success framework in the morning and personally troubleshoot a client implementation in the afternoon. You will report directly to the CEO and collaborate closely with the executive team to drive company-wide customer-centricity and excellence at every interaction point.

Core Responsibilities

• Design and personally execute the end-to-end customer journey from onboarding through renewal and advocacy.

• Establish and monitor customer health metrics, KPIs, and reporting structures to measure and improve the customer experience at every touchpoint.

• Develop and implement scalable onboarding, support, and renewal processes, including partnership with Sales on expansion opportunities.

• Develop trusted advisor relationships with key customer stakeholders.

• Work hands-on with our Product, Sales, Engineering, and Applied Legal Research teams to incorporate customer feedback into our roadmap.

• Develop and execute methodologies to measure and demonstrate ROI to clients.

• Build customer advocacy programs to drive referrals and case studies.

Requirements

• 8+ years of hands-on, customer-facing experience in B2B SaaS, with significant experience in legaltech or fintech.

• Proven track record personally managing enterprise customer relationships and the full customer lifecycle from onboarding through advocacy.

• Direct experience with complex enterprise SaaS implementations.

• Exceptional communication and presentation skills for C-suite interactions at law firms and financial institutions.

• Demonstrated ability to achieve high GRR/NRR and CSAT/NPS scores.

• Experience designing and implementing customer success measurement frameworks and journey mapping.

• Willingness to travel up to 25% for onsite client meetings and hands-on implementation support.

• Based in or willing to relocate to NYC.

What We're Looking For

• A hands-on leader who can develop a unified vision for the complete customer journey.

• A customer advocate who deeply understands enterprise client needs and challenges.

• A process builder who can create seamless experiences across organizational boundaries.

• Someone who expertly balances high-touch service with scalable processes and who thrives in ambiguity.

What We Offer

• Build at the frontier of AI for knowledge work, with a highly engaged user base from top firms

• Competitive salary, equity, and comprehensive benefits (health, dental, vision, 401k)

• Hybrid work culture based in NYC

• Flexible PTO