Centari
About the Role
We're seeking an exceptional Customer Experience Lead to own and optimize our end-to-end customer journey during a period of rapid growth. In this hands-on, client-facing role, you will develop and execute the strategy that ensures our AmLaw 100 and enterprise customers achieve transformative value with Centari's products and services. You will personally manage the complete customer lifecyclefrom onboarding through adoption, support, success, and advocacy. You will work directly with our sales, product, and engineering teams, establish scalable systems, and create seamless experiences across our enterprise clients. This role requires rolling up your sleeves daily, deep experience with enterprise SaaS deployments, and the ability to build and maintain relationships with partners and executives at prestigious firms. The ideal candidate will have extensive hands-on experience managing enterprise customer relationships, a background in enterprise SaaS, and preferably experience in the legal technology space. You must be comfortable being both a strategist and an individual contributor someone who can design a customer success framework in the morning and personally troubleshoot a client implementation in the afternoon. You will report directly to the CEO and collaborate closely with the executive team to drive company-wide customer-centricity and excellence at every interaction point. Core Responsibilities
Design and personally execute the end-to-end customer journey from onboarding through renewal and advocacy. Establish and monitor customer health metrics, KPIs, and reporting structures to measure and improve the customer experience at every touchpoint. Develop and implement scalable onboarding, support, and renewal processes, including partnership with Sales on expansion opportunities. Develop trusted advisor relationships with key customer stakeholders. Work hands-on with our Product, Sales, Engineering, and Applied Legal Research teams to incorporate customer feedback into our roadmap. Develop and execute methodologies to measure and demonstrate ROI to clients. Build customer advocacy programs to drive referrals and case studies. Requirements
8+ years of hands-on, customer-facing experience in B2B SaaS, with significant experience in legaltech or fintech. Proven track record personally managing enterprise customer relationships and the full customer lifecycle from onboarding through advocacy. Direct experience with complex enterprise SaaS implementations. Exceptional communication and presentation skills for C-suite interactions at law firms and financial institutions. Demonstrated ability to achieve high GRR/NRR and CSAT/NPS scores. Experience designing and implementing customer success measurement frameworks and journey mapping. Willingness to travel up to 25% for onsite client meetings and hands-on implementation support. Based in or willing to relocate to NYC. What We're Looking For
A hands-on leader who can develop a unified vision for the complete customer journey. A customer advocate who deeply understands enterprise client needs and challenges. A process builder who can create seamless experiences across organizational boundaries. Someone who expertly balances high-touch service with scalable processes and who thrives in ambiguity. What We Offer
Build at the frontier of AI for knowledge work, with a highly engaged user base from top firms Competitive salary, equity, and comprehensive benefits (health, dental, vision, 401k) Hybrid work culture based in NYC Flexible PTO
We're seeking an exceptional Customer Experience Lead to own and optimize our end-to-end customer journey during a period of rapid growth. In this hands-on, client-facing role, you will develop and execute the strategy that ensures our AmLaw 100 and enterprise customers achieve transformative value with Centari's products and services. You will personally manage the complete customer lifecyclefrom onboarding through adoption, support, success, and advocacy. You will work directly with our sales, product, and engineering teams, establish scalable systems, and create seamless experiences across our enterprise clients. This role requires rolling up your sleeves daily, deep experience with enterprise SaaS deployments, and the ability to build and maintain relationships with partners and executives at prestigious firms. The ideal candidate will have extensive hands-on experience managing enterprise customer relationships, a background in enterprise SaaS, and preferably experience in the legal technology space. You must be comfortable being both a strategist and an individual contributor someone who can design a customer success framework in the morning and personally troubleshoot a client implementation in the afternoon. You will report directly to the CEO and collaborate closely with the executive team to drive company-wide customer-centricity and excellence at every interaction point. Core Responsibilities
Design and personally execute the end-to-end customer journey from onboarding through renewal and advocacy. Establish and monitor customer health metrics, KPIs, and reporting structures to measure and improve the customer experience at every touchpoint. Develop and implement scalable onboarding, support, and renewal processes, including partnership with Sales on expansion opportunities. Develop trusted advisor relationships with key customer stakeholders. Work hands-on with our Product, Sales, Engineering, and Applied Legal Research teams to incorporate customer feedback into our roadmap. Develop and execute methodologies to measure and demonstrate ROI to clients. Build customer advocacy programs to drive referrals and case studies. Requirements
8+ years of hands-on, customer-facing experience in B2B SaaS, with significant experience in legaltech or fintech. Proven track record personally managing enterprise customer relationships and the full customer lifecycle from onboarding through advocacy. Direct experience with complex enterprise SaaS implementations. Exceptional communication and presentation skills for C-suite interactions at law firms and financial institutions. Demonstrated ability to achieve high GRR/NRR and CSAT/NPS scores. Experience designing and implementing customer success measurement frameworks and journey mapping. Willingness to travel up to 25% for onsite client meetings and hands-on implementation support. Based in or willing to relocate to NYC. What We're Looking For
A hands-on leader who can develop a unified vision for the complete customer journey. A customer advocate who deeply understands enterprise client needs and challenges. A process builder who can create seamless experiences across organizational boundaries. Someone who expertly balances high-touch service with scalable processes and who thrives in ambiguity. What We Offer
Build at the frontier of AI for knowledge work, with a highly engaged user base from top firms Competitive salary, equity, and comprehensive benefits (health, dental, vision, 401k) Hybrid work culture based in NYC Flexible PTO