03. Director for Client Success with Law Firm Experience - US Based

1 month ago
Full-time
Executive
Customer and Technical Support
www.getstafi.com

www.getstafi.com

Stafi offers remote staffing solutions with college-educated, highly trained virtual assistants for businesses. Save time, focus on core tasks, and scale operations efficiently with our systematic and efficient team.

Professional Services
11-50
Founded 2009

Description

  • Own and continuously optimize the full client lifecycle, from onboarding through long-term partnership, renewal, and expansion.
  • Design and lead structured onboarding programs that drive rapid adoption, clear value realization, and high client satisfaction.
  • Build and maintain trusted executive-level relationships with law firm leadership and key stakeholders.
  • Establish clear success metrics, feedback loops, and reporting frameworks to monitor and improve the client experience and outcomes.
  • Leverage client data and performance metrics to identify trends, risks, and opportunities to improve retention and outcomes.
  • Build, lead, mentor, and scale a high-performing Client Success organization, including managers and specialists.
  • Recruit, train, and develop top-tier talent while fostering a culture of accountability, collaboration, and excellence.
  • Develop and implement scalable systems, processes, and policies that drive operational efficiency and consistency.
  • Partner with Sales, Product, Operations, and executive leadership to support renewals, expansion, roadmap alignment, and company strategy.
  • Manage budgets and resources responsibly to ensure profitability and operational discipline.

Requirements

  • 8+ years of progressive leadership experience in Client Success, Operations, or Customer Experience.
  • Proven track record of building, managing, and scaling high-performing client success teams.
  • Strong understanding of law firm operations, legal services, or comparable professional services environments.
  • Demonstrated ability to analyze performance data, identify trends and risks, and translate insights into strategic action.
  • Executive-level communication and relationship-building skills with the ability to influence senior internal and external stakeholders.
  • Experience designing and implementing processes, systems, and teams from the ground up (highly preferred).
  • Operational rigor and data-driven decision-making demonstrated in prior roles.
  • Experience managing budgets and resources and aligning team operations with long-term strategic objectives.

Interested in this position?

Apply directly on the company website

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