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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, managing customer engagement and retention strategies, and developing operational frameworks. Proficient in utilizing CRM systems and data analysis to drive customer satisfaction and business growth.
Highest-signal resume keywords
Customer Success LeadershipRetention And Expansion ForecastingCRM Proficiency (HubSpot, Salesforce)Data Fluency And Business AnalysisOnboarding And Implementation Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Success ManagementRetention StrategiesExpansion StrategiesBusiness AnalysisOperational Framework DevelopmentHealth ScoringSegmentationPlaybook CreationReporting And ForecastingOnboarding Process Design
Soft Skills
LeadershipStrategic ThinkingCross-Functional CollaborationExecutive CommunicationIndependent Decision-Making
Tools & Technologies
HubSpotSalesforceReporting ToolsAI Tools
Certifications & Qualifications
Bachelor's Degree
Industry Keywords
B2B SaaSTech-Enabled ServicesLegal ServicesPersonal InjuryLitigation-Adjacent Technology
About the role
Key responsibilities & impact- Lead and scale the Customer Success organization across verticals and new business lines
- Own the full post-sale lifecycle, including onboarding, adoption, engagement, retention, and expansion
- Define and maintain playbooks, health frameworks, coverage models, documentation, technology stack, and reporting cadence
- Lead the Director of Customer Success and Director of Onboarding & Enablement
- Own organizational design, capacity planning, hiring sequence, role definitions, and career paths
- Establish retention and expansion forecasting with Finance
- Create measurable onboarding paths and track time to value as a KPI
- Own Voice of Customer and health-scoring programs to inform Product prioritization
- Define customer engagement models, touch cadence, business review standards, and escalation paths
- Serve as executive sponsor and senior escalation point for strategic customer relationships
- Oversee HubSpot configuration and customer lifecycle reporting
- Partner with Operations, Product, Finance, Sales, Marketing, and business lines on customer experience, adoption, expansion, and enablement
- Extend the Customer Success operating model to additional business lines without duplicating infrastructure
Requirements
What you’ll need- 7+ years in customer success, account management, or client services within B2B SaaS or tech-enabled services
- 5+ years leading a customer-facing function through a growth stage
- Experience managing managers, including at least one director-level report
- Experience managing up to the executive or board level
- Track record owning retention and expansion targets, with supporting reporting and forecasting
- Experience building or materially rebuilding a Customer Success operating model, including segmentation, coverage, health scoring, playbooks, business review standards, escalation paths, and documentation
- Experience standing up or scaling an onboarding, implementation, or professional services function
- Ability to operate without an existing playbook and set direction independently
- Strong data fluency, including business analysis from reports and comfort using AI tools
- Proficiency with CRM systems such as HubSpot or Salesforce and reporting tools
- Bachelor's degree required
- Experience in legal services, personal injury, or litigation-adjacent technology strongly preferred
- Ability to travel up to 40%
- Applicants must be authorized to work in the United States without employer-sponsored visa support now or in the future
Benefits
Comp & perks- Private Health Care Plan (Medical, Dental & Vision)
- Company HSA contributions for HDHP participants
- Flexible Spending Accounts (Health & Dependent Care)
- Company-Paid Short-Term Disability Coverage
- Voluntary Long-Term Disability, Life, AD&D, and Supplemental Coverage Options
- 401(k) Plan with Company Match
- Paid Time Off (Vacation, Sick Time & Select Holidays)
- Paid Parental Leave
- Discretionary bonus opportunity
- Remote work arrangement