Head of Customer Success

Head of Customer SuccessMetro Global Ventures is an operationally focused PE firm looking to hire for one of our portfolio companies which operates in the legal services and legal software industry. This company provides a platform that is trusted by thousands of law professionals nationwide, helping attorneys streamline their workflows, reduce manual processes, and deliver better outcomes for their clients. The company is growing fast and we are looking for a Head of Customer Success who can own the post-sale experience and turn customers into long-term advocates.About the RoleThis is a player-coach role. You will manage a team of Customer Success Managers while personally owning relationships with our highest-value accounts. You will serve as the bridge between our customers and our product team, translating what firms need into what we build next. You will also lead our Practice Accelerator program, a consultative engagement where we audit a firm's workflows and technology stack to help them get dramatically more from our platform. This role has direct impact on retention, expansion revenue, and product direction.Responsibilities:-Team Leadership & EnablementManage and mentor a team of Customer Success Managers, setting clear KPIs around proactive outreach, account health, and education deliveryEnsure CSMs are engaging customers proactively by building structured touchpoint cadences and account plansTrain customer support reps and onboarding trainers on account management best practices, product knowledge, and consultative communicationBuild repeatable playbooks for onboarding, adoption, escalation, and renewal workflows-Practice Accelerator ProgramLead the Practice Accelerator process end-to-end: reviewing each client firm's current workflows, technology stack, and operational processesIdentify redundancies, manual bottlenecks, and areas where platform features can replace or automate existing stepsDeliver actionable optimization roadmaps to firms and guide them through implementationTrack and report on measurable outcomes (time saved, cases processed, efficiency gains) to demonstrate ROI-Strategic Account ManagementOwn and nurture relationships with top-tier customer accounts, serving as their primary strategic point of contactDrive net revenue retention through renewals, upsells, and expansion into underutilized modulesConduct regular business reviews with key accounts to assess satisfaction, surface growth opportunities, and identify and address risk-Product Feedback & RequirementsLog and categorize customer feature requests in a structured systemPrioritize feature requests based on volume, revenue weight, and strategic alignmentWrite clear requirements for the engineering team based on aggregated customer feedbackServe as the customer voice in product planning discussions and roadmap reviews-Knowledge Base & Customer EducationMaintain and expand the knowledge base, adding new articles, guides, and video walkthroughs as features are releasedEnsure documentation stays current, accurate, and easy to navigateIdentify gaps in self-service content by analyzing support ticket trends and common customer questionsCollaborate with content and product teams to plan educational materials around major releases-Customer Health & ReportingBuild and maintain a customer health scoring model using usage data, support interactions, NPS/CSAT, and engagement signalsReport regularly on churn risk, retention trends, expansion pipeline, and customer satisfaction metricsOwn the voice-of-customer function — producing monthly or quarterly summaries of customer sentiment, top pain points, and product gaps for leadershipQualifications3+ years of experience working in an immigration law firm with case management systemsExperience writing product requirements or working closely with product teams to translate customer needs into specsDemonstrated ability to manage complex, multi-stakeholder customer relationshipsStrong organizational skills: ability to manage a portfolio of accounts, a team, and cross-functional projects simultaneouslyExcellent written and verbal communication skillsComfort with CRM tools and CS platforms (experience with Hubspot is a plus)Required SkillsExperience in legal technology or serving law firm customersFamiliarity with law firm operations and case management workflowsExperience building or scaling a CS function from early stage: creating playbooks, health scores, and processes where few existed beforeExperience managing a knowledge base or customer education program