Director of Customer Success

Logikcull - San Francisco, CA (30+ days ago)


Why we do what we do:
Logikcull’s mission is to democratize discovery. The costs and risks associated with complex data projects like e-discovery, responding to FOIA requests, and conducting internal investigations are skyrocketing as the amount of data increases. Logikcull is transforming these processes so they can be done in minutes, not days - by anyone, anywhere. As a result, our customers - solo attorneys, big law firms, Fortune 500 companies, government entities and leading nonprofits - can find and use important information quickly so they can focus on their important work, whether it’s pursuing a better democracy or saving the Earth.

Who we are:
Based in San Francisco, Logikcull is the leading provider of legal intelligence solutions. Its secure cloud-based platform is trusted by hundreds of organizations, including the US Government, Fortune 500 and Am Law 200, who use it to efficiently solve the complex data challenges associated with electronic discovery, internal investigations, subpoena response, FOIA, claims processing and more.

What we need:
As Director of Customer Success, you will be responsible for driving customer satisfaction, loyalty and account growth by ensuring that our clients are engaged and enjoying the full value of the Logikcull solution. You will lead a team of experienced customer-facing professionals that succeed through collaboration, tenacity, and constant improvement. You will be a strategic leader who works closely with your teams, other departments including product/engineering, sales, marketing, and senior leadership to develop best-in-class processes to consistently delight our rapidly growing customer base, assure successful customer renewals and drive operational excellence.

What you’ll be doing:
Manage a team of professional Customer Success Managers (CSMs), who are responsible for onboarding and maintaining relationships with our customers
Manage a team of professional Customer Experience Representatives (CXRs), who are responsible for supporting our customer when they run int technical questions and issues
Train, coach and develop our team CSMs and CXRs across a range of skills and behaviors
Become the primary leadership contact post-sales for high value accounts
Establish a trusting relationship with clients at all levels
Interface and collaborate with other teams (Marketing, Sales, Product, Engineering, Operations and executive leads) to complete client goals (use case and account activities) and, in general, to be the voice of the customer to provide visibility and/or escalations
Communicate major updates and releases
Analyze and monitor adoption and product utilization
Work with the Product team on major and/or trending feature requests
Partner with the Marketing and Sales teams on any revenue opportunities
Recruit and retain talent

What will make you successful:
7-10 years of account management and/or support experience in a SaaS organization
5+ years of senior management experience in a startup environment
Deep understanding of account management processes for customers of all sizes; enterprise, mid-market, and SMB
Excellent written and verbal communication skills - able to simplify complex topics
Flexible and able to juggle and complete multiple priorities and projects (internally and externally) in a fast-paced environment
General knowledge of the top cloud-based applications i.e. Intercom, Salesforce, Google Apps, NetSuite, etc.
Experience with consumption-based revenue model a plus
Enjoy planning, executing, winning, and celebrating as a team
Experience within the legal technology space is preferred
Want to know more about what we do at Logikcull? Check this out!