Director Customer Success

Centerbase; Northern (KY); Hybrid; USD 145,000 - 185,000; Full time

Benefits offered by this job

Flexible PTO

Mental Health Days

Parental Leave

401(k) with Company Match

Broad Equity Participation

Job summary

Centerbase is seeking a Director of Customer Success to lead our Customer Success and Consulting Services teams. You will focus on retaining and expanding customer accounts on the Centerbase platform, guiding renewals, health scoring, risk management, and executive reviews.

The role emphasizes building a high-performing team, driving adoption and upsell opportunities, and partnering with Support, Product, Engineering and Sales to ensure excellent customer experiences.

Qualifications

• 5+ years progressive experience leading customer success and/or account management teams in B2B SaaS, including experience managing managers.
• Proven ability to lead, motivate, and develop a team to consistently achieve and exceed performance goals.
• Demonstrated experience in developing and implementing scalable customer success strategies and operational processes.
• Ability to travel roughly 25% to 30%
• Experience managing Enterprise accounts
• Experience introducing technology, including AI, to drive operational improvements
• Proficiency with Salesforce

Responsibilities

• Develop and execute strategies to retain and grow our customer accounts
• Own contract renewals, health scoring/risk management, churn forecasting, account-level escalations, and Executive Business Reviews (both onsite and remote)
• Build and develop a world-class team by hiring, coaching, and developing the individuals on the team, driving professional growth and engagement
• Develop effective Customer Success and Consulting motions to drive adoption & enablement, upsell opportunities, and channel customer needs back into the organization.
• Evaluate, implement, and continuously optimize the systems, applications and processes the team uses; identify and deploy AI to automate manual work, scale account coverage, and surface churn and expansion signals with measurable efficiency gains.
• Partner with leaders of Support, Implementation, Product, Engineering and Sales to ensure positive customer experiences, successful product adoption, and account growth.
• Enhance our Consulting Services offerings and drive adoption through both NCA and existing customers.
• Serve as a leading voice advocating for customers internally, and represent Centerbase Leadership with customers.
• Build and nurture executive relationships with customers

Skills

Team leadership

People management

B2B SaaS

Enterprise accounts

Salesforce

AI adoption

Tools

Salesforce

Job description

Director Customer Success

Department: Customer Success

Employment Type: Full Time

Location: Remote - USA

Compensation: $145,000 - $185,000 / year

Description

About Centerbase

At Centerbase, we empower mid-size law firms to run their practices more efficiently, profitably, and client-centrically. Our cloud-based legal practice management platform streamlines the entire client lifecycle from intake to billing to business intelligence, helping attorneys deliver exceptional service while achieving their growth goals.

We’re more than just a software provider—we’re a partner in transformation. With a focus on automation, flexibility, and continuous innovation, we give firms the tools to modernize operations, improve collaboration, and adapt to the evolving expectations of today’s clients and legal professionals. At Centerbase, we come to work every day committed to making legal work easier, smarter, and more impactful for the firms and communities we serve.

Everything we do is guided by four core values:

• Customer Centric
• Stronger Together
• Be the Difference
• Relentless Improvement

These values shape who we are: a dedicated, inventive, and passionate team committed to empowering law firms to achieve lasting growth and success.

Summary

The Director of Customer Success will be responsible for overseeing all aspects of our Customer Success and Consulting Services teams, retaining and growing our customer accounts and delivering great outcomes for firms on the Centerbase platform.

Key Responsibilities

• Develop and execute strategies to retain and grow our customer accounts
• Own contract renewals, health scoring/risk management, churn forecasting, account-level escalations, and Executive Business Reviews (both onsite and remote)
• Build and develop a world-class team by hiring, coaching, and developing the individuals on the team, driving professional growth and engagement
• Develop effective Customer Success and Consulting motions to drive adoption & enablement, upsell opportunities, and channel customer needs back into the organization.
• Evaluate, implement, and continuously optimize the systems, applications and processes the team uses; identify and deploy AI to automate manual work, scale account coverage, and surface churn and expansion signals with measurable efficiency gains.
• Partner with leaders of Support, Implementation, Product, Engineering and Sales to ensure positive customer experiences, successful product adoption, and account growth.
• Enhance our Consulting Services offerings and drive adoption through both NCA and existing customers.
• Serve as a leading voice advocating for customers internally, and represent Centerbase Leadership with customers.
• Build and nurture executive relationships with customers

Measures of Success

• Gross and Net Revenue Retention
• On-time / long-term renewals
• Upsell opportunities sourced
• Consulting services revenue
• NPS

Preferred Requirements

Must have:

• 5+ years progressive experience leading customer success and/or account management teams in B2B SaaS, including experience managing managers
• Proven ability to lead, motivate, and develop a team to consistently achieve and exceed performance goals.
• Demonstrated experience in developing and implementing scalable customer success strategies and operational processes.
• Ability to travel roughly 25% to 30%
• Experience managing Enterprise accounts
• Experience introducing technology, including AI, to drive operational improvements
• Proficiency with Salesforce

Preference for:

• Domain experience in SaaS Legal Tech is ideal; domain experience in Billing, Accounting, or AP/AR software solutions is also beneficial
• Onboarding, Technical Support, or Professional Services experience is a plus

Benefits

• Flexible PTO
• 2 Company-Wide Mental Health Days
• Parental Leave Programs
• 401(k) with Company Match
• Broad Equity Participation