Remote Customer Success Leader: Scale & Strategy

Goodwin Recruiting; Chicago (IL); Remote; USD 180,000 - 240,000; Full time

Job summary

A rapidly growing AI legal technology company is seeking a Customer Success Leader to build and scale its CS function. This is a hands-on leadership role reporting to executives and owning retention, renewals, expansion, and NRR while shaping processes, tooling, and metrics.

You will design the operating model, hire and mentor the CS team, establish health scoring and segmentation, and partner with Sales and Product to drive outcomes across SMB to enterprise customers.

Qualifications

• 6+ years of CS, AM, or related SaaS leadership experience.
• Experience building or scaling a CS function.
• Ownership of retention, renewals, expansion, and NRR.
• Experience developing health scoring, segmentation, renewal forecasting, playbooks, and CS processes.
• Strong executive presence and ability to earn trust with senior stakeholders.
• Ability to make sophisticated technology approachable for non-technical customers.

Responsibilities

• Own relationships with strategic customers and drive retention, adoption, and expansion.
• Take accountability for retention, renewals, expansion revenue, and NRR across the customer base.
• Hire, coach, and develop the Customer Success team as the company grows.
• Build the CS function from the ground up, including playbooks, workflows, customer-health frameworks, forecasting, reporting, and tooling.
• Establish customer segmentation and coverage models across SMB, mid-market, and enterprise accounts.
• Create scalable engagement strategies for firms of different sizes and sophistication.
• Partner closely with Sales on handoffs and expansion opportunities.
• Work with Product to ensure customer feedback informs roadmap priorities.
• Coordinate with service and discovery teams to ensure successful customer outcomes.
• Personally step into strategic accounts, escalations, and high-stakes customer situations.
• Provide leadership with visibility into customer health, retention risk, and CS performance.

Skills

Customer success leadership

Account management

SaaS leadership

Executive communication

Cross-functional collaboration

Job description

A rapidly growing AI legal technology company is seeking a Customer Success Leader to build and scale its CS function. This is a hands-on leadership role reporting to executives and owning retention, renewals, expansion, and NRR while shaping processes, tooling, and metrics.

You will design the operating model, hire and mentor the CS team, establish health scoring and segmentation, and partner with Sales and Product to drive outcomes across SMB to enterprise customers.