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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading Customer Success organizations, developing strategies for client value realization, and implementing AI-driven capabilities. Proven ability to manage teams, drive performance, and collaborate cross-functionally to enhance customer engagement and satisfaction.
Highest-signal resume keywords
Customer Success LeadershipPeople ManagementConsumption-Based Revenue ModelsLegal Technology ExperienceAI-Driven Capabilities
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Account ManagementPerformance ManagementClient TrainingKPI DevelopmentHealth ScoringPlaybook AutomationData ReportingStrategic Product AdoptionProgram DevelopmentCoaching Managers
Soft Skills
Cross-Functional CollaborationStrategic PlanningDecision-MakingAccountability-Driven CultureCommunication
Tools & Technologies
PlanhatCustomer Success PlatformsAI FeaturesClient Advisory Board
Industry Keywords
EDiscoveryB2B SaaSComplex Client EngagementClient Value RealizationSaaS Environment
About the role
Key responsibilities & impact- Lead DISCO's Customer Success organization and set its strategy, programs, standards, and operating cadence
- Manage the Customer Success leadership team and broader CSM organization through them
- Oversee account planning, performance management, and professional development
- Own the enablement function, including client training, playbooks, and adoption programs
- Build and scale programs that drive client value realization, strategic product adoption, and consumption growth
- Own frameworks, playbooks, execution standards, KPIs, priorities, resourcing decisions, and performance management
- Lead the Client Advisory Board in partnership with Marketing and Product
- Set and execute the Customer Success technology and AI strategy, including measurable ROI and adoption standards
- Evolve client-facing enablement programs and training strategies for DISCO products and AI features
- Represent Customer Success in go-to-market initiatives across Marketing, Sales, Product, and Professional Services
- Partner strategically in cross-functional planning and decision-making to incorporate client context and the CS perspective
- Report consistently to executive leadership
Requirements
What you’ll need- 7+ years of total Customer Success or related experience (account management, customer-facing SaaS roles)
- 5+ years of people management experience
- 2+ years of experience managing managers and directors
- Fluency in consumption-based revenue models, including usage/consumption metrics and CS contribution to growth
- Prior experience in legal technology, eDiscovery, or another complex B2B SaaS environment serving sophisticated, expert-user clients is strongly preferred
- Working knowledge of modern CS platforms such as Planhat or equivalent, including health scoring, playbook/CTA automation, and platform data for account strategy and reporting
- Demonstrated ability to coach managers of managers, build accountability-driven performance cultures, and make difficult talent decisions
- Familiarity with applying AI-driven capabilities within a Customer Success motion
- Candidates must be legally authorized to work in the United States without sponsorship now or in the future
- Must not require visa sponsorship or visa transfer
Benefits
Comp & perks- Medical, dental and vision insurance
- 401(k)
- Competitive salary plus RSUs
- Flexible PTO
- Growth opportunities throughout the company
- Open, inclusive, and fun environment
- Opportunity to be a part of a company that is revolutionizing the legal industry