Director, Client Success – Law Firm Experience

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🕒 il y a 2 mois

🐊 Florida, Louisiana, +3 états de plus – Distant

🐊 Florida – Remote ⚜️ Louisiana – Remote 🌲 North Carolina – Remote 🏰 Missouri – Remote 🤠 Texas – Remote

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🔴 Expert

🏆 Customer Success

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Stafi

Site WebLinkedInTous les Emplois

51 - 200 employés

👥 RH Tech

HR Tech • Legal

Stafi est une société de recrutement spécialisée dans la fourniture d'assistants virtuels et de personnel de soutien pour les cabinets d'avocats et les professionnels du droit. Elle propose un service basé sur un abonnement conçu pour aider les cabinets à gérer leur charge de travail en fournissant des talents formés tels que des assistants virtuels, des réceptionnistes, des spécialistes de l'accueil, des spécialistes du marketing et des parajuristes. Ces professionnels sont formés de manière approfondie pour gérer efficacement diverses tâches, allant du travail juridique aux interactions avec les clients et au marketing. Stafi s'occupe de l'ensemble du processus de recrutement, y compris la formation, les ressources humaines et la gestion continue, garantissant une intégration fluide dans les équipes existantes. L'entreprise s'engage à offrir des expériences client exceptionnelles et à aider les cabinets d'avocats à accroître leur productivité pour se concentrer sur leurs activités principales.

Description

• Own and continuously optimize the full client lifecycle, from onboarding through long-term partnership, renewal, and expansion. • Design and lead structured onboarding programs that drive rapid adoption, clear value realization, and high client satisfaction. • Build and maintain trusted, executive-level relationships with law firm leadership and key stakeholders. • Leverage client data and performance metrics to identify trends, risks, and opportunities to improve retention and outcomes. • Establish clear success metrics, feedback loops, and reporting frameworks to continuously improve the client experience. • Build, lead, and mentor a high-performing Client Success organization, including managers and specialists. • Foster a culture of accountability, collaboration, and excellence aligned with company values. • Recruit, train, and develop top-tier talent to support growth and scalability. • Develop and implement scalable systems, processes, and policies that drive operational efficiency and consistency. • Partner with executive leadership to define and execute the company’s client success strategy and long-term objectives. • Analyze performance data to inform strategic decisions, continuous improvement, and growth initiatives. • Manage budgets and resources responsibly, ensuring profitability and operational discipline. • Partner closely with Sales to support renewals, expansion opportunities, and revenue growth. • Ensure strong post-sale execution to support sales targets and client expectations. • Collaborate with Product, Operations, and Leadership teams to align client needs with company strategy and roadmap. • Lead and operate in full alignment with Stafi’s core values: **be reliable, work hard, have fun, care deeply, be passionate, take initiative, collaborate, and demonstrate loyalty.**

🎯 Exigences

• 8+ years of progressive leadership experience in Client Success, Operations, or Customer Experience. • Proven track record of building, managing, and scaling high-performing client success teams. • Strong understanding of law firm operations, legal services, or comparable professional services environments. • Demonstrated ability to analyze performance data, identify trends and risks, and translate insights into strategic action. • Executive-level communication and relationship-building skills, with the ability to influence senior internal and external stakeholders. • Experience designing and implementing processes, systems, and teams from the ground up is highly preferred.