Customer Success Lead, Enterprise

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a portfolio of enterprise accounts from the point of sale, focusing on cultivating key relationships and ensuring overall account health.

• Facilitate structured onboarding for new enterprise clients, including platform training, initial case submissions, and integration into company workflows.

• Conduct regular business reviews (QBRs) and executive check-ins to highlight value, address issues, and uncover growth opportunities.

• Maintain a documented status of account health for each firm in your portfolio; identify at-risk accounts and develop recovery plans.

• Drive expansion within your portfolio by upselling, adding new practice areas, opening additional offices, and introducing new service lines.

• Act as the customer's advocate within the organization — communicate feedback to product, operations, and leadership while updating customers on outcomes.

• Develop and refine scalable playbooks for onboarding, QBRs, renewals, and escalations.

• Collaborate with the Support Lead to ensure prompt resolution of enterprise escalations with exceptional service.

⛳️ Requirements

• 4–7 years of experience in B2B Customer Success or Account Management, preferably in legal tech, healthcare tech, or document/workflow SaaS.

• Proven experience managing enterprise accounts with strong Net Revenue Retention (NRR) and expansion outcomes.

• Executive presence — adept at leading QBRs with partners and firm administrators.

• Highly organized and process-oriented; you create playbooks in addition to fostering relationships.

• Strong ability to identify signals for expansion and effectively convert them into revenue.

• Familiarity with CRM/CS platforms (Salesforce, HubSpot, Gainsight, or similar).

• Comfortable working in an early-stage environment — capable of establishing structure independently.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional growth and development.

• Comprehensive health and wellness benefits.

• Flexible work arrangements to support work-life balance.