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About the Role:
- We are hiring a Director of Customer Success to lead the Customer Success organization.
- You will build and refine the systems and processes that drive customer outcomes and retention.
- You will play a key role in shaping how the CS organization evolves as FirmPilot scales.
What You Will Do:
- Lead, coach, and develop a team of Customer Success Managers
- Establish and monitor leading indicators of churn risk and ensure proactive intervention
- Identify patterns across accounts to inform product roadmap and go to market decisions
What You Bring:
- Five or more years of experience in Customer Success
- Strong operational experience building or refining CS playbooks
- Strong executive presence and the ability to build trust with demanding customers
What We Offer:
- Competitive compensation
- Direct access to leadership and real ownership over your work
- A culture built on high standards, accountability, and winning
FirmPilot
FirmPilot is a generative AI platform that powers modern marketing for law firms. They drive outcomes through automation, data-driven SEO, and content strategies, serving clients from small firms to established practices, backed by top-tier investors.