Vice President of Customer Success - eDiscovery and Legal Technology

I’m partnered with a Relativity gold partner that has experienced exceptional expansion over the past two years. They work closely with leading law firms and corporate legal teams, delivering technology-enabled solutions across discovery, contract analysis, and lifecycle management. They are now looking to hire a Customer Success Manager to lead, coach, and scale a team of 7 Customer Success professionals. This is a pure management role with no direct client ownership – your focus will be on driving team performance, operational excellence, and ensuring the function is set up to deliver consistent, high-quality outcomes across the client base. You will be responsible for setting the direction of the team, implementing best practices, and creating structure around retention, renewals, and account growth. This role will work closely with senior leadership to optimize processes, improve performance metrics, and build a scalable Customer Success function.

Responsibilities

Lead, coach, and scale a team of 7 Customer Success professionals; Drive team performance, operational excellence, and ensure the function is set up to deliver consistent, high-quality outcomes across the client base; Set the direction of the team, implement best practices, and create structure around retention, renewals, and account growth; Work closely with senior leadership to optimize processes, improve performance metrics, and build a scalable Customer Success function

Requirements

Experience managing Customer Success teams within eDiscovery or LegalTech; Strong understanding of Customer Success metrics including retention, churn, renewals, and expansion; Proven ability to coach, mentor, and drive performance across a team; Experience building processes, playbooks, and structure within a growing CS function; A data-driven mindset with the ability to track performance and implement improvements; Strong internal stakeholder management across Sales, Product, and Delivery teams