Legalontech
Why LegalOn
LegalOn is a global leader in AI for in-house legal teams. We help corporate counsel guide, govern, and grow their businesses with speed and sound judgement. By combining trusted legal expertise with agentic AI that adapts to each customer’s policies and practices, LegalOn delivers the first productivity platform for everyday legal work across contracting, counseling, and governance.
Trusted by 7,500+ organizations worldwide and growing quickly, LegalOn is backed by $200 million from leading investors, including Goldman Sachs and SoftBank. With headquarters in San Francisco and Tokyo, and teams in London, Munich, and Singapore, LegalOn supports businesses of all sizes, across industries and languages.
We are building the most trusted and beloved brand in legal technology, and we want ambitious and driven individuals to join us. If you are eager to grow your career through performance, capability, and impact, you will thrive at LegalOn.
Role Overview We are seeking a
Head of Customer Success
to lead and scale our Customer Success function. Reporting directly to the CEO, this role will own the end-to-end customer lifecycle—from onboarding and engagement through renewals and expansion.
You will manage and grow a team of Customer Success professionals, partner closely with Sales, Marketing, Product, and Legal experts, and play a critical role in driving customer retention, satisfaction, and revenue growth. This is a highly visible leadership role with direct impact on company performance.
Responsibilities
Customer Success Strategy and Leadership
Define and execute LegalOn’s customer success strategy to drive adoption, retention, renewals, and expansion
Lead, mentor, and grow a high-performing Customer Success team (currently 5+ members)
Establish clear goals, success metrics (e.g., NRR, churn, product adoption), and operating rhythms
Customer Onboarding & Engagement
Own and continuously improve the customer onboarding experience to ensure fast time-to-value
Design engagement models tailored to different customer segments (SMB, mid-market, enterprise)
Partner with Product to incorporate customer feedback into roadmap and feature prioritization
Renewals & Expansion
Play a critical role in driving renewals and identifying expansion opportunities in partnership with Sales
Develop proactive strategies to mitigate churn and increase customer lifetime value
Support executive-level customer relationships and strategic accounts as needed
Cross-Functional Collaboration
Collaborate with Legal experts and other internal stakeholders who also support customers to deliver a seamless, high-quality customer experience
Partner with Marketing on customer advocacy, case studies, trainings, and community initiatives
Work closely with Sales on handoffs, renewals, and expansion strategy
Operational Excellence
Ensure Customer Success operations scale effectively as the company grows globally
Track and report on customer health, performance, and key insights to executive leadership
Build scalable processes, playbooks, and tooling to support growth
Qualifications
8+ years of experience in Customer Success, Account Management, or related roles in a B2B SaaS environment
Proven experience hiring, retaining, and leading high performance Customer Success teams
Strong track record of driving renewals, retention, and expansion
Experience working cross-functionally with Sales, Marketing, Product, and executive leadership
Excellent communication, leadership, and stakeholder management skills
Data-driven mindset with experience using customer success metrics and tools
You have a bias for action and are relentlessly resourceful – able to get things done despite constraints, roadblocks, and setbacks
Preferred
Experience in legal tech or serving in-house legal teams
JD and experience as an attorney
Experience working with global customers or scaling CS functions internationally
While we are open to candidates located anywhere in the United States, we
prefer
candidates excited to work in office 1-2 days per week in San Francisco
Benefits
Competitive compensation and equity.
Generous paid time off policies.
Health, dental, and vision insurance.
401(k)
Professional development opportunities.
#J-18808-Ljbffr
Trusted by 7,500+ organizations worldwide and growing quickly, LegalOn is backed by $200 million from leading investors, including Goldman Sachs and SoftBank. With headquarters in San Francisco and Tokyo, and teams in London, Munich, and Singapore, LegalOn supports businesses of all sizes, across industries and languages.
We are building the most trusted and beloved brand in legal technology, and we want ambitious and driven individuals to join us. If you are eager to grow your career through performance, capability, and impact, you will thrive at LegalOn.
Role Overview We are seeking a
Head of Customer Success
to lead and scale our Customer Success function. Reporting directly to the CEO, this role will own the end-to-end customer lifecycle—from onboarding and engagement through renewals and expansion.
You will manage and grow a team of Customer Success professionals, partner closely with Sales, Marketing, Product, and Legal experts, and play a critical role in driving customer retention, satisfaction, and revenue growth. This is a highly visible leadership role with direct impact on company performance.
Responsibilities
Customer Success Strategy and Leadership
Define and execute LegalOn’s customer success strategy to drive adoption, retention, renewals, and expansion
Lead, mentor, and grow a high-performing Customer Success team (currently 5+ members)
Establish clear goals, success metrics (e.g., NRR, churn, product adoption), and operating rhythms
Customer Onboarding & Engagement
Own and continuously improve the customer onboarding experience to ensure fast time-to-value
Design engagement models tailored to different customer segments (SMB, mid-market, enterprise)
Partner with Product to incorporate customer feedback into roadmap and feature prioritization
Renewals & Expansion
Play a critical role in driving renewals and identifying expansion opportunities in partnership with Sales
Develop proactive strategies to mitigate churn and increase customer lifetime value
Support executive-level customer relationships and strategic accounts as needed
Cross-Functional Collaboration
Collaborate with Legal experts and other internal stakeholders who also support customers to deliver a seamless, high-quality customer experience
Partner with Marketing on customer advocacy, case studies, trainings, and community initiatives
Work closely with Sales on handoffs, renewals, and expansion strategy
Operational Excellence
Ensure Customer Success operations scale effectively as the company grows globally
Track and report on customer health, performance, and key insights to executive leadership
Build scalable processes, playbooks, and tooling to support growth
Qualifications
8+ years of experience in Customer Success, Account Management, or related roles in a B2B SaaS environment
Proven experience hiring, retaining, and leading high performance Customer Success teams
Strong track record of driving renewals, retention, and expansion
Experience working cross-functionally with Sales, Marketing, Product, and executive leadership
Excellent communication, leadership, and stakeholder management skills
Data-driven mindset with experience using customer success metrics and tools
You have a bias for action and are relentlessly resourceful – able to get things done despite constraints, roadblocks, and setbacks
Preferred
Experience in legal tech or serving in-house legal teams
JD and experience as an attorney
Experience working with global customers or scaling CS functions internationally
While we are open to candidates located anywhere in the United States, we
prefer
candidates excited to work in office 1-2 days per week in San Francisco
Benefits
Competitive compensation and equity.
Generous paid time off policies.
Health, dental, and vision insurance.
401(k)
Professional development opportunities.
#J-18808-Ljbffr