Senior Director, Customer Success Operations

We are seeking a dynamic and strategic leader to serve as the Senior Director, Customer Success Operations for our legal segment. In this pivotal role, you will partner with our Customer Success Leadership within our Legal Segment to establish and scale a new Customer Success organization focused on driving value realization, accelerating adoption, and fostering long-term customer loyalty. Leveraging Gainsight as the core platform, you will design processes, metrics, and strategies that align with the unique needs of the legal industry. You will work closely with Customer Success leadership, legal product experts, and cross-functional teams to create a world-class customer experience and measurable business outcomes.

About the Role
In this opportunity as a Senior Director, Customer Success Operations, your key responsibilities will be:

Customer Success Operations Strategy

• Develop and execute a comprehensive Customer Success Operations strategy, aligned with organizational goals for customer adoption, retention, and growth
• Act as a strategic advisor to Customer Success leadership, driving alignment across Sales, Marketing, and Product teams to deliver a unified customer experience
• Design scalable operational frameworks that address the unique needs of legal professionals

Customer Journey Optimization

• Partner with Customer Success Managers (CSMs) to map and refine the end-to-end customer journey, identifying opportunities to improve onboarding, adoption, risk management, and retention
• Develop a customer health scoring framework using Gainsight, focusing on adoption, engagement, and satisfaction metrics
• Identify opportunities to incorporate AI-driven solutions, predictive analytics, and process automation into Customer Success workflows

Data-Driven Insights and Reporting

• Leverage Gainsight data to create predictive models for churn risk, customer satisfaction, and expansion opportunities
• Design and implement dashboards and reporting tools to provide visibility into key metrics such as retention, NPS, and expansion opportunities
• Utilize data to proactively identify churn risks, surface expansion opportunities, and empower CSMs with actionable strategies

Risk Management and Revenue Growth

• Develop proactive strategies to identify and address early warning signs of churn, creating playbooks to guide CSMs in risk mitigation
• Partner with Sales and Customer Success teams to identify and pursue upsell and cross-sell opportunities, contributing to revenue growth and customer satisfaction

Team Leadership and Development

• Build and lead a high-performing Customer Success Operations team, fostering a culture of innovation, collaboration, and accountability
• Lead change management initiatives to drive the adoption of new systems, tools, and processes across the Customer Success organization

About You
You're a fit for the role of Senior Director, Customer Success Operations if your background includes:

• 8+ years of experience in Customer Success Operations, Revenue Operations, or a similar role, with at least 3+ years in a SaaS or subscription-based business
• Proven track record of designing and scaling operational processes within Customer Success, preferably within a legal or professional services context.
• Expertise in Gainsight, including configuration, optimization, and reporting
• Familiarity with Salesforce as a CRM tool
• Strong analytical skills with the ability to translate data into actionable insights and strategic decisions
• Exceptional collaboration and communication skills, with the ability to influence cross-functional teams and present to executive stakeholders
• Experience with customer health scoring models, customer segmentation, and lifecycle management
• Passion for creating exceptional customer experiences and delivering measurable business outcomes
• Bachelor’s degree required; advanced degree or certification in operations or business management is a plus
• Experience working with legal professionals or within the legal technology space.
• Familiarity with NPS, CSAT, and CES frameworks to drive customer insights and satisfaction improvements
• Demonstrated ability to build and lead high-performing teams in a fast-paced environment

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What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Hybrid Work Model: We’ve adopted a flexible hybrid working environm