Definely is looking for an Enterprise Customer Success Lead to proactively ensure our largest customers achieve their desired outcomes while using our products. You will increase customer satisfaction, adoption, and engagement with the product suite in our forward-thinking, collaborative environment.
What You'll Do
- Manage and grow a portfolio of Enterprise customers.
- Understand the customer journey, identify pain points and bottlenecks, and find innovative ways to improve the customer’s overall experience.
- Keep track of customer churn and satisfaction and identify ways to improve the customer experience.
- Collaborate with customers to ensure effective product launch into their business.
- Become a Definely product expert and educate customers and end-users about the power and benefits of the product.
- Deliver training sessions and workshops to ensure product adoption and retention.
- Be the voice of the customer and feed this back to Definely.
- Drive customer growth and retention by developing best practices to ensure ongoing success.
- Manage the renewal process including expansion opportunities within your portfolio.
What We're Looking For
- 5+ years experience in Customer Success, Relationship Management, or a similar role working with Enterprise customers (>1000 users) within a B2B SaaS business.
- Consistent track record of handling portfolios of 20-40 Enterprise accounts.
- Solid experience in legal tech. You understand the unique needs of law firms and legal teams and have a proven track record of identifying growth and upsell opportunities.
- Experience building and maintaining relationships whilst working to mitigate churn, drive adoption and renewals.
- Comfortable in a startup environment where we wear many hats and move quickly.
- Analytical Rigour: Data-driven approach to identifying and solving problems, comfortable presenting and visualising data.
- Excellent interpersonal skills: the ability to build strong relationships and rapport with existing customers.
- Authentic, confident and articulate, with excellent communication and presentation skills and the ability to deliver ideas clearly and concisely to internal and external stakeholders at all levels of seniority.
Benefits & Compensation
- Competitive Salary reflecting skills, experience, and contributions.
- Impact & Growth in a fast-growing startup where your ideas matter.
- High-Performance Culture with ambitious, driven professionals.
- Prestigious Partnerships with top law firms, financial institutions, and corporations.
- Ongoing Learning & Development with top-tier training and mentorship.
- Pension Plan with competitive 401k pension scheme.
- Private Healthcare including dental and optical.
- Flexible Working with freedom to balance professional and personal priorities.
- Top-Quality Equipment with cutting-edge tech and ergonomic setups.
Work Mode
This role is based in New York City.
Definely is an equal opportunity employer.
