Note: The job is a remote job and is open to candidates in USA. Iceberg is a Relativity gold partner that has experienced exceptional expansion over the past two years, working closely with leading law firms and corporate legal teams. They are seeking a Vice President of Customer Success to lead a team of Customer Success professionals, focusing on driving performance and operational excellence.
Responsibilities
- Lead, coach, and scale a team of 7 Customer Success professionals
- Driving team performance
- Operational excellence
- Ensuring the function is set up to deliver consistent, high-quality outcomes across the client base
- Setting the direction of the team
- Implementing best practices
- Creating structure around retention, renewals, and account growth
- Work closely with senior leadership to optimize processes
- Improve performance metrics
- Build a scalable Customer Success function
Skills
- 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
Company Overview