VP, Customer Success

Summary

Join ECFX, a legal technology company, as their proactive and experienced VP of Client Success. Lead and manage the growing Customer Success team, playing a critical role in driving customer satisfaction, retention, and expansion. Key responsibilities include team leadership and development, client onboarding and engagement, customer retention and satisfaction, performance tracking, issue escalation, cross-functional collaboration, and reporting. The ideal candidate will have 5+ years in customer success or account management with leadership experience, ideally in legal technology. This fully remote role offers flexibility and a comprehensive benefits package.

Requirements

• 5+ years in customer success or account management, with at least 1-2 years in a leadership role, ideally in a legal technology environment
• Adaptability – Comfortable working within fast-paced environments and rapidly changing priorities; able to ‘go deep’ on projects requiring depth of thought and analytical savvy, while elevating to strategic thought and leading teams
• Program Management – Proven ability to plan, execute, lead cross-functional teams, establish accountability from others, and deliver outcomes on programs spanning the CS organization
• Mental Agility – Must have a keen intellect and be comfortable with complexity; adept at tackling new challenges and solving problems
• Systems and Process Design – Accomplished at building and improving process and systems that streamline operations, provide better visibility, and enhance productivity for Success, or similar functions
• Analytical – Experienced in analyzing situations, problems, and CRM data to inform strategic decisions; hands-on and ‘in the details’, able to articulate the situation and identify solutions

Responsibilities

• Serve as the head of the CS team, ensuring teams are integrated into our systems and processes, and are trained and enabled accordingly to thrive and contribute to our growth
• Support Customer Success Leaders and CSMs in managing opportunities within HubSpot, responding to ad hoc reporting requests, and troubleshooting issues to ensure peak performance
• Assist with on-time renewals and invoicing, while contributing to additional tasks as needed
• Oversee the account transition to maintenance process to ensure clients are successfully transitioned and receive proper support with their use of ECFX Notice
• Collaborate with the implementation team to ensure a smooth transition, including implementation notes and list of outstanding support needs
• Monitor customer health scores, drive initiatives to improve retention and reduce churn
• Establish relationships with key decision-makers to ensure long-term satisfaction
• Schedule and deliver quarterly business reviews (QBR) with clients and track the outcome of each review meeting, including completion of any follow up items
• Collaborate with data and product teams to track client success metrics (e.g., product usage, adoption, ticket resolution times) and implement proactive strategies to improve client experience
• Use these metrics in the quarterly business review (QBR) materials
• Handle escalated customer issues, ensuring timely resolution while identifying opportunities for process improvements to prevent recurrence
• Work closely with Sales, Product, and Development teams to align on customer needs, feedback, and any service or product issues impacting customer satisfaction
• Provide regular reports on customer satisfaction, churn risks, team performance, and any feedback to internal and external teams
• Contribute to the development of new processes, features, and tools to enhance the customer experience
• Identify opportunities for operational efficiency improvements within the Customer Success team
• Help standardize procedures, develop playbooks, and ensure consistent best practices

Preferred Qualifications

• Industry Knowledge - Strong understanding of SaaS metrics such as customer retention, expansion, NPS, and health scoring. Experience with legal technology or working with law firms, courts, or legal professionals is preferred
• Familiarity with automation tools or experience with process automation within customer success or client services
• Experience working in a fast-paced startup environment and adaptability to rapid change
• Knowledge of electronic court filing processes and legal workflows is highly desirable

Benefits

• Remote Flexibility: A fully remote role accommodating every US time zone, Hawaii included
• Work-Life Harmony: Embrace flexibility with our supportive approach to working hours
• Comprehensive Coverage: Enjoy a suite of insurance options covering health, dental, vision, and life
• Discretionary Time Off: We recognize the importance of maintaining a healthy work-life balance. Our innovative approach to time off includes a discretionary time off (DTO) policy. This means that in addition to scheduled vacations and holidays, employees have the flexibility to take unplanned time off when needed, subject to supervisor approval. We understand that life happens, and we trust our team to manage their time effectively
• Employee Stock Options: Opportunity to participate in the company stock option plan