Head of Customer Success

USA/Remote Working Our client is building a next generation platform used by law firms and in house legal teams to manage, collaborate and deliver legal services more effectively. With a rapidly expanding customer base, they are now hiring their first senior Customer Success leader to build and own the function from the ground up. The Opportunity: This is a senior, high impact role with full ownership of the end to end customer journey, from onboarding through to adoption, renewal and growth. You will act as the primary contact for senior legal stakeholders, ensuring customers achieve clear, measurable value from the platform. Alongside this, you will design and deliver a scalable education programme that drives engagement and long-term adoption. With no existing playbook, you will define how Customer Success operates, shaping processes, strategy and, over time, building a team to support growth. Customer onboarding, adoption & Retention: Leading implementations from kick-off to launch, including stakeholder mapping, workflow discovery and training Driving adoption across core use cases and identify blockers early Building repeatable onboarding processes that scale effectively Owning renewal strategy across strategic customers Identifying expansion opportunities using data and customer insight Proactively managing risk and reduce churn. Customer relationships: Building and managing relationships with senior stakeholders across enterprise accounts Delivering business reviews focused on outcomes and value Acting as a trusted advisor and primary point of contact. Education and content: Designing and delivering a structured customer education programme Creating training materials including video, tutorials and guidance Developing playbooks that help customers maximise product value. About you: 5 years' experience in Customer Success, Account Management or a similar client facing role within B2B SaaS Experience managing enterprise or strategic customer relationships Strong communication skills and confidence working with senior stakeholders Able to demonstrate value through data, outcomes and commercial impact Experience creating training or customer enablement content Comfortable working in a fast paced, evolving environment A self starter who enjoys building processes and functions from scratch. Bonus if you have: Experience working with legal, compliance, finance or other professional services clients Exposure to legal technology, AI or workflow platforms Previous experience building Customer Success or Education functions. The company are offering a competitive salary between $140-175,000 (dependant on experience), equity, excellent benefits package and good scope to progress your career. Candidates for this role need to have the right to work in the USA as the hiring company are unable to offer any form of visa sponsorship. For a confidential chat about this or other roles we are handling, please contact Paul Levy. Please note that where a level of preferred experience or qualification is indicated, this is a guideline only and does not preclude applications from candidates with more or less experience. Our consultants will review your application and assess your suitability. We endeavour to respond to all applications within 72 hours, however due to the volume of applications we receive we may not be able to respond to every candidate individually and would advise that if you do not hear from us you should assume you are not successful in your application. Jameson Legal acts as an employment business for temporary recruitment and as an employment agency for fixed term contract and permanent recruitment.