Customer Success Specialist managing customer onboarding, satisfaction, and upselling for Lexroom's legal AI platform. Collaborating with internal teams and ensuring excellent customer feedback and KPI tracking.
About the role
- Director of Customer Success leading a global team to support SaaS solutions in health research. Drive customer satisfaction, retention, and growth for long-term value.
Responsibilities
- Drive the strategic vision for customer success globally
- Guide the development and implementation of scalable customer success processes
- Foster a culture of customer-centricity, accountability, and continuous improvement
- Analyze customer feedback and usage data to identify risks and opportunities
- Monitor customer health metrics and proactively address risks to retention and satisfaction
- Establish performance metrics and ensure continuous improvement
- Advocate for customer requirements in product development and strategic planning
- Drive revenue growth through upsell & cross-sell opportunities
- Build strong cross functional partnerships with Sales, Product, Marketing, and Support
- Lead, mentor, and grow employee capabilities for a high performing Customer Success team.
Requirements
- 10+ years of experience in customer success or account management
- At least 3 years in a leadership role managing global teams
- Experience in SaaS or technology environments preferred
- Health research and/or health care industry market knowledge
- Data excellence with deep knowledge / experience with leveraging customer success tools & technology
- Deep knowledge of customer journey mapping and lifecycle management
- Relationships driven with experience influencing cross-functional teams
- Demonstrated ability to solve complex problems
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Employee wellness programs
- Professional development opportunities
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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