Director of Customer Experience

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About the Opportunity

The company is seeking a Director of Customer Experience to lead enterprise relationships and build out the CX function. This role is a player-coach position, balancing hands-on management of high-stakes law firm accounts from implementation through renewal with team leadership, process development, and cross-functional collaboration. Success is defined by measurable adoption growth, strong renewal outcomes, and continuously maturing the CX organization through better playbooks, processes, and performance frameworks.

The organization is a fast-growing startup transforming how the legal industry works with data. It designs and delivers Azure-based data lakehouses purpose-built for law firms, enabling them to turn complex operational, financial, and matter data into reliable, decision-grade insights.

The company is expanding its CX leadership team to meet growing customer demand and raise the bar on how it delivers, retains, and grows customer relationships.

Key Responsibilities

• Team leadership: Managing and coaching a team of Customer Experience Managers (CXMs), setting performance standards, and building team capacity as the organization grows.
• Playbook and process ownership: Building the frameworks, documentation standards, and tooling the CX function needs to operate consistently at scale.
• Ensure consistent customer outcomes: Owning the full post-sale lifecycle and outcome delivery, starting in implementation and going through renewal. Tracking adoption depth, ensuring use cases are being expanded with each customer, identifying risk early, and building intervention strategies before issues escalate.
• Executive-level customer engagement: Operating both with the project teams for various customers and leading conversations with their executive teams. Managing or assisting with strategic planning conversations with law firm leadership.
• Implementation oversight: Overseeing active implementation projects to ensure key deadlines are met and deliverables are up to high quality standards.
• Adoption and expansion: Developing strategies that deepen platform stickiness and expand use cases beyond initial scope, including but not limited to AI and analytics applications on top of the company's Lakehouse.
• Voice of Customer: Serving as a key conduit between customer feedback and internal Product and Engineering teams, with enough technical fluency to translate customer inputs into actionable product direction.

What Success Looks Like (First 12 Months)

By month 3:

• A solid working understanding of the company's platform, implementation process, and customer base.
• Identification of gaps in current CX processes and a point of view on where to focus for maximum effect and value.
• Embedding into key customer projects and establishing relationships.

By month 6:

• Managing complex customer relationships with confidence, including escalations and executive-level conversations.
• The team operating with clearer structure using documented processes and delivering consistent quality to customers.
• Becoming a trusted partner to Sales, Product, and Engineering.

By month 12:

• A track record of measurable adoption growth across the portfolio, leading to strong renewal outcomes.
• The CX team having more infrastructure than when the role began --- playbooks, onboarding standards, performance frameworks.
• Building credibility internally and with customers as a senior leader who understands both the business and the technology.

Required Qualifications

• 6+ years in customer success, professional services, or customer experience with at least 3 years in a senior or lead capacity.
• Proven track record owning enterprise software implementations and driving long-term outcomes in a SaaS or PaaS environment.
• Experience managing or developing customer-facing team members.
• Strong command of data integration concepts: merging data from multiple systems, data mapping, and unified reporting.
• Executive presence --- ability to lead conversations with a Managing Partner or CIO and achieve alignment.
• Experience building CS team infrastructure: renewal playbooks, hiring frameworks, onboarding programs.

Preferred Qualifications

• Experience in an early-stage environment where product is actively evolving and processes need to be built or adjusted as the organization scales up.
• Direct experience working with law firms or in the legal technology vertical.
• Experience with legal systems including Elite 3E, Aderant, Iridium, Intapp, NetDocuments, iManage, or similar.
• Familiarity with Azure environments (networking concepts, encryption).
• Familiarity with lakehouse or medallion architecture concepts.
• Experience with cloud data platforms (AWS, GCP, Databricks, Microsoft Fabric).
• Direct experience working with Product and Engineering organizations.

Work Environment & Benefits

• Hybrid or fully remote work options.
• Competitive startup salary with equity potential.
• Medical, dental, and vision insurance.
• 401k plan.
• Paid time off and company holidays.
• Professional growth and development opportunities.
• Occasional travel required (estimated 10--20%).

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.