Head of Customer Success

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Are you a seasoned & ambitious Head of Customer Success? Eager to join the AI revolution? We would love to hear from you.

Join LegalFly !

LegalFly is a category-defining Legal AI solution for legal teams, providing an end-to-end solution designed to revolutionise legal practice:

• World-Class Team: Work alongside a team of tech veterans from Tinder, bringing a wealth of knowledge and expertise to drive innovation.
• Exceptional Product-Market Fit: Our solution is rapidly gaining traction, with numerous partnerships established with top-tier law firms and corporations. We are also recognised on international stages, winning prestigious awards like the British Legal Technology Awards.
• Global Impact: Backed by leading international investors, we are expanding our platform across key jurisdictions, including the United States, United Kingdom, France, Netherlands, and Belgium.

Join LegalFly as our Head of Customer Success!

• Lead and manage the entire Customer Success team, building it from the ground up and ensuring it operates efficiently and effectively.
• Oversee the entire customer success journey from sales transition to implementation, providing training, support, and guidance to Enterprise customers.
• Provide support to our current and future customers (Lead QBR meetings, provide online support, manage the NPS) to support the success of their deployment to ensure renewal and expanded use of Legalfly.
• Serve as the main point of contact and liaison between clients and the rest of Legalfly's team, including support, sales and product teams.
• Collaborate effectively with the sales and development teams to provide timely product feedback and to serve as the customer advocate to resolve any issues.
• Drive product adoption and ongoing usage of Legalfly, while delivering customer happiness.
• Implement Customer Success process improvements and create scalable programs (e.g. customer health, onboarding, new feature adoption, QBRs) to drive customer success objectives.
• Develop and document best practices for support process and product improvements.
• Regularly report to the Board on customer success metrics and initiatives.

Thank you for your interest in the Head of Customer Success role at LegalFly in the Customer Success department. To ensure we find the best candidate for this position, please review the following job requirements:

Skills we are looking for:

• You should have 8-10 years of demonstrated B2B enterprise SaaS or AI products customer success or consulting experience.
• Proven experience in leading and building a Customer Success team from scratch.
• You have extensive experience managing large, top-tier Enterprise clients.
• English is your mother tongue or bilingual, French and Dutch is a plus.
• Proven technology skills, and tech savvy.
• You possess exceptional agility in thinking and remarkable adaptability.
• Outstanding interpersonal abilities and strong written and verbal communication skills and super eloquent.
• You have a passion for awesome customer experience and a strong ability to balance customer needs and business priorities.
• You have previously worked with sales, partners and/or customers in one or more roles in sales engineering, project management and customer success.
• You are organized, an entrepreneur, a great listener, an effective communicator and possess the technical and domain skills to be consultative and credible in your approach.
• You are a technically proficient yet effective communicator over the phone, in person and when delivering demos/presentations.
• You have experience collaborating with product departments on product and customer lifecycle improvements.
• Experience in reporting to the Board on customer success initiatives and metrics.

Nice to have:

• Product certification, engineering credential, or equivalent technical credential
• Legal background is a big plus.

Our offer

• A position with impact in a fast-growing AI tech scale-up that has an innovative culture and offers a wide range of growth opportunities
• A fully optimized & competitive salary package
• Potential equity compensation depending on experience
• Top-class equipment to thrive, such as Macbook Pro, iPhone 15 pro, Herman Miller chair, Widescreen 34' monitor
• Hybrid office/home working
• Yearly team retreat abroad
• Free lunch on office days