Director of Customer Success

Director of Customer Success (SaaS, GenAI)
📍 Remote – United States

The Opportunity
A high-growth B2B SaaS company in the legal and compliance tech space is looking for a strategic and hands-on Director of Customer Success to lead and scale their CS function. This is a leadership role reporting to the Chief Customer Officer, with responsibility for a team of Customer Success Managers (CSMs) while also managing key accounts directly.

In this role, you’ll be building and optimizing the customer journey to drive value, retention, and expansion. You’ll work cross-functionally across Sales, Product, Implementation, and Support to champion the voice of the customer and enhance the platform experience.

The ideal candidate is a strong communicator with experience managing enterprise clients, a solid understanding of the legal or regulatory space, and is comfortable navigating technical discussions-especially within the generative AI space.

What You’ll Do

• Lead and coach a team of CSMs to drive customer outcomes and satisfaction.

• Own strategic accounts and act as a point of escalation for complex issues.

• Develop scalable frameworks for onboarding, renewals, and customer engagement.

• Monitor customer health scores and proactively manage risk and renewal cycles.

• Collaborate with Sales and Product to advocate for customer needs and expand accounts.

• Conduct Executive Business Reviews and align customer goals with platform value.

• Contribute to presales conversations, partnering with Sales and Channel teams.

• Report key CS metrics and performance to senior leadership.

What You’ll Bring

• 7+ years in Customer Success or Account Management, with 3+ years in leadership.

• Experience in B2B SaaS; legaltech, compliance, or enterprise platforms preferred.

• Background or exposure to generative AI platforms and workflows.

• Experience managing large, strategic customers and growing account value.

• Strong technical understanding and ability to translate client needs into platform use cases.

• Data-driven and comfortable with tools like Salesforce, Gainsight, or Totango.

• Juris Doctorate (JD) is a plus but not required.

Diversity & Inclusion

We celebrate diverse perspectives and strive for an inclusive workplace. All qualified applicants are encouraged to apply regardless of race, religion, gender identity, age, disability, or background.

Salt is acting as an Employment Agency in relation to this vacancy.

Salt is acting as an Employment Agency in relation to this vacancy.