LawPay

Director, Customer Success

LawPay

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $150,000 - $180,000 per year

Job Level

Lead

About the role

  • Lead and develop high-performing CS, Solution Consulting, and Program Management teams while setting KPIs and fostering a culture of accountability and customer advocacy.
  • Oversee the full Enterprise customer journey, maintaining scalable playbooks, processes, and cross-functional alignment with RevOps, Product, Engineering, and Sales.
  • Serve as the senior escalation point for strategic accounts and ensure smooth handoffs from pre-sales through implementation.
  • Direct Solution Consulting across technical evaluations, value-based demos, and standardized customer workshops.
  • Build and execute scalable CS programs (adoption acceleration, EBRs, risk mitigation, training, VOC) with clear KPIs and continuous iteration.
  • Drive a data-informed CS organization through reporting on retention, customer health, adoption trends, and predictive forecasting.

Requirements

  • 7–10+ years of leadership experience in Customer Success or post-sales roles within B2B SaaS.
  • Demonstrated success managing Enterprise customers with complex technical or organizational needs.
  • Strong track record driving GRR, NRR, and expansion growth.
  • Experience overseeing multiple functions (CSMs, Solution Consultants, Program Managers).
  • Strong commercial and financial acumen.
  • Deep understanding of customer value realization and SaaS customer lifecycle best practices.
  • Experience building and operationalizing CS methodologies, playbooks, and processes.
  • Excellent communication skills, including executive-level facilitation and negotiation.
  • Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.
Benefits
  • Health Insurance Coverage: We offer our 8Team a variety of medical, dental, and vision plans, designed to fit your needs, including a 100% company-paid HDHP plan for employees.
  • Financial perks: We offer a competitive compensation and benefits package including annual bonuses, equity options and 401(k) or RRSP if in Canada, with a company match for all team members.
  • Time for what matters: Flexible Time Off, paid holidays, and a parental leave program for our new parents.
  • Wellness: Wellness stipends, mental health support, and one-on-one nutrition coaching.
  • Learning and Development: Continuous learning through 8am.edu, leadership programs, professional development funds, and individually focused talent development.
  • Giving back to the communities around us: Participate in our charitable matching gift program, paid time off for volunteer service, and company-sponsored volunteer events (both local and virtually).
  • Engagement: Virtual and in-person team-building events, quarterly award recognition through our Rise & Shine Award of Excellence Program, and our peer-to-peer appreciation platform.

Applicant Tracking System Keywords

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

Hard skills
Customer SuccessB2B SaaSGRRNRRCS methodologiesplaybooksprocessesdata-informed decision makingpredictive forecastingcustomer value realization
Soft skills
leadershipcommunicationexecutive-level facilitationnegotiationaccountabilitycustomer advocacycross-functional alignmentorganizational skillsrisk mitigationtraining