Lexamica ยท 10 hours ago
Head of Customer Success
United States
Full-time
Remote
Director/Executive
$80K/yr - $110K/yr
Maximize your interview chancesSoftware Development
Hiring Manager
Jeremy Jerschina
Insider Connection @Lexamica
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Responsibilities
Account Ownership: Act as the owner of all Refer client firms on the Professional Plan, ensuring a deep understanding of their performance and proactively driving adoption and engagement.
Hands-On Support: Provide direct support to assigned accounts, including coaching firms on referral best practices and addressing client needs to ensure success.
Relationship Building: Build trusted relationships with clients, positioning Lexamica as an indispensable partner in their success.
Feedback Loop: Continuously gather client feedback to improve processes, inform product development, and drive customer satisfaction.
System Design: Design and implement scalable success systems and processes, including onboarding, implementation, QBRs, renewals, and other key workflows, to create a seamless and repeatable client experience.
Training Resources: Build and maintain robust training resources, including video libraries and a written knowledge base to support onboarding and ongoing client education.
Project Management: Establish and oversee tools such as Asana to manage client implementations and success tracking.
Technology Implementation: Leverage no-code tools, AI, and automation to achieve exponential impact, enabling the team to deliver exceptional results without directly scaling headcount.
Team Oversight: Manage and develop the customer success team, including the CSM and operations assistant, fostering a high-performing, client-focused culture.
Growth & Hiring: Recruit, train, and grow a lean, high-leverage customer success team.
Mentorship: Serve as a mentor and leader to team members, providing regular feedback, guidance, and opportunities for professional growth.
Metrics & Reporting: Own and drive key customer success metrics, such as onboarding time, response time, time to value, retention rates, and training completion rates. Track, report, and mine for insights to identify opportunities for improvement and growth.
Cross-Functional Collaboration: Collaborate closely with sales and product to ensure seamless client experiences, effective handoffs, and alignment on customer goals.
Strategic Initiatives: Lead initiatives to enhance customer success at scale, driving innovation and continuous improvement.
Qualification
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Required
Proven experience in customer success, account management, or a related role, preferably in consulting, B2B SaaS, or legal tech.
Demonstrated ability to build and scale processes, leveraging no-code tools, AI, or automation to improve efficiency and outcomes.
Strong leadership skills with a track record of growing high-performing, client-focused teams.
Exceptional relationship-building and communication skills, with the ability to act as a trusted advisor and drive measurable client outcomes.
Quick learner with a knack for adapting to new tools, skills, and challenges.
Skilled at bringing structure to chaos, deploying processes, managing handoffs, and driving continuous improvement.
Proactive problem-solver who takes initiative, acts with urgency, and delivers solutions in fast-paced environments.
Analytical thinker with a structured approach to solving complex problems and delivering actionable insights.
Empathy and professionalism, treating every client interaction as an opportunity to build trust and deliver value.
Experience with customer success metrics, including onboarding time, retention rates, and adoption metrics, with the ability to track and act on insights.
Benefits
Health, dental, and vision insurance
Opportunity for remote (US) or in-office + hybrid in the Little Rock, Arkansas Metro area
Flexible PTO
Company
Lexamica
Lexamica is a full-service platform designed to help your firm automate your referral program and generate more revenue by connecting with the right attorneys across the country.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Jonathan Taylor
Chief Technology Officer
Company data provided by crunchbase
