Director, Customer Success

Job not on LinkedIn

🔥 21 hours ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $145k - $185k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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Centerbase

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

☁️ SaaS

⚖️ Legal

🤝 B2B

💰 Debt financing on 2022-04

SaaS • Legal • B2B

Centerbase is a customizable, cloud-based legal practice management platform that helps mid-sized law firms run core firm operations. It combines case/matter management, legal accounting (including trust accounting), billing and legal billing, timekeeping, document and workflow management, and custom reporting in a single SaaS product to modernize firms while retaining legacy system functionality. Centerbase targets legal professionals seeking a cloud-first practice management and billing solution for improved efficiency and firm-wide visibility.

📋 Description

• Develop and execute strategies to retain and grow customer accounts • Own contract renewals, health scoring/risk management, churn forecasting, account-level escalations, and Executive Business Reviews, both onsite and remote • Hire, coach, and develop a world-class Customer Success and Consulting Services team • Develop Customer Success and Consulting motions to drive adoption, enablement, upsell opportunities, and channel customer needs internally • Evaluate and optimize team systems, applications, and processes; identify and deploy AI to automate manual work, scale account coverage, and surface churn and expansion signals • Partner with Support, Implementation, Product, Engineering, and Sales leaders to ensure positive customer experiences, product adoption, and account growth • Enhance Consulting Services offerings and drive adoption through NCA and existing customers • Advocate for customers internally and represent Centerbase leadership with customers • Build and nurture executive customer relationships • Drive success across gross and net revenue retention, renewals, sourced upsell opportunities, consulting services revenue, and NPS

🎯 Requirements

• 5+ years progressive experience leading customer success and/or account management teams in B2B SaaS, including experience managing managers • Proven ability to lead, motivate, and develop a team to consistently achieve and exceed performance goals. • Demonstrated experience in developing and implementing scalable customer success strategies and operational processes. • Ability to travel roughly 25% to 30% • Experience managing Enterprise accounts • Experience introducing technology, including AI, to drive operational improvements • Proficiency with Salesforce • Domain experience in SaaS Legal Tech is ideal; domain experience in Billing, Accounting, or AP/AR software solutions is also beneficial • Onboarding, Technical Support, or Professional Services experience is a plus

🏖️ Benefits

• Flexible PTO • 2 Company-Wide Mental Health Days • Parental Leave Programs • 401(k) with Company Match • Broad Equity Participation