FirmPilot

Director of Customer Success

FirmPilot

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $140,000 - $157,000 per year

Job Level

Lead

About the role

  • Lead, coach, and develop a team of Customer Success Managers, including hiring as the team grows
  • Personally own a portfolio of high priority accounts and act as a strategic advisor and executive sponsor
  • Build and refine Customer Success playbooks, processes, and systems that drive retention, adoption, and expansion
  • Establish and monitor leading indicators of churn risk and ensure proactive intervention
  • Partner closely with Product, Engineering, and Marketing to improve customer outcomes and close feedback loops
  • Drive accountability across the team for activation milestones, health metrics, and retention goals
  • Create a culture of ownership, urgency, and results within the Customer Success organization
  • Translate platform capabilities, AI features, and marketing strategy into clear business outcomes for law firm leadership
  • Identify patterns across accounts to inform product roadmap and go to market decisions

Requirements

  • Five or more years of experience in Customer Success, including at least two years managing and developing CSMs
  • A proven track record of scaling Customer Success at growth stage startups
  • Strong operational experience building or refining CS playbooks, health scoring, and retention focused processes
  • Demonstrated success improving retention metrics and a clear understanding of the drivers behind Gross Dollar Retention
  • Ability to operate as a player coach, balancing leadership responsibilities with hands on account ownership
  • Strong executive presence and the ability to build trust with demanding customers
  • Clear, confident communication skills and the ability to explain technical or strategic concepts to non technical audiences
  • High agency, strong follow through, and a bias toward action
  • Comfort operating in fast paced, ambiguous environments with high accountability
Benefits
  • Competitive compensation
  • Health and dental benefits
  • Direct access to leadership and real ownership over your work
  • Career growth as the company and Customer Success organization scale
  • The opportunity to build something meaningful where your impact is immediate
  • A culture built on high standards, accountability, and winning
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessCS playbookshealth scoringretention processesGross Dollar Retentionaccount ownershipstrategic advisingdata analysisproduct roadmapfeedback loops
Soft Skills
leadershipcoachingcommunicationtrust buildingownershipurgencyresults orientationhigh agencyfollow throughadaptability