Director, Customer Success

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LawPay

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Finance • Compliance • B2B

LawPay is a leading payment management software designed specifically for the legal industry. Trusted by law firms across the United States and Canada, LawPay provides solutions such as credit and debit card payments, eCheck payments, legal fee financing, and invoicing. Its platform complies with ABA and IOLTA guidelines, ensuring secure and efficient payment processing tailored for legal professionals. LawPay integrates with numerous legal software solutions and is recommended by all 50 state bars, 60+ local and specialty bars, and the ABA. The company also offers resources such as CLE webinars and legal industry insights.

51 - 200 employees

Founded 2005

💸 Finance

📋 Compliance

🤝 B2B

📋 Description

• Lead and develop high-performing CS, Solution Consulting, and Program Management teams while setting KPIs and fostering a culture of accountability and customer advocacy. • Oversee the full Enterprise customer journey, maintaining scalable playbooks, processes, and cross-functional alignment with RevOps, Product, Engineering, and Sales. • Serve as the senior escalation point for strategic accounts and ensure smooth handoffs from pre-sales through implementation. • Direct Solution Consulting across technical evaluations, value-based demos, and standardized customer workshops. • Build and execute scalable CS programs (adoption acceleration, EBRs, risk mitigation, training, VOC) with clear KPIs and continuous iteration. • Drive a data-informed CS organization through reporting on retention, customer health, adoption trends, and predictive forecasting.

🎯 Requirements

• 7–10+ years of leadership experience in Customer Success or post-sales roles within B2B SaaS. • Demonstrated success managing Enterprise customers with complex technical or organizational needs. • Strong track record driving GRR, NRR, and expansion growth. • Experience overseeing multiple functions (CSMs, Solution Consultants, Program Managers). • Strong commercial and financial acumen. • Deep understanding of customer value realization and SaaS customer lifecycle best practices. • Experience building and operationalizing CS methodologies, playbooks, and processes. • Excellent communication skills, including executive-level facilitation and negotiation. • Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.

🏖️ Benefits

• Health Insurance Coverage: We offer our 8Team a variety of medical, dental, and vision plans, designed to fit your needs, including a 100% company-paid HDHP plan for employees. • Financial perks: We offer a competitive compensation and benefits package including annual bonuses, equity options and 401(k) or RRSP if in Canada, with a company match for all team members. • Time for what matters: Flexible Time Off, paid holidays, and a parental leave program for our new parents. • Wellness: Wellness stipends, mental health support, and one-on-one nutrition coaching. • Learning and Development: Continuous learning through 8am.edu, leadership programs, professional development funds, and individually focused talent development. • Giving back to the communities around us: Participate in our charitable matching gift program, paid time off for volunteer service, and company-sponsored volunteer events (both local and virtually). • Engagement: Virtual and in-person team-building events, quarterly award recognition through our Rise & Shine Award of Excellence Program, and our peer-to-peer appreciation platform.