Customer Strategy Lead

Sandstone•New York City, NY

10d•Onsite

About The Position

We’re looking for a Customer Strategy Lead to own our post-sales customer relationships from implementation through renewal and expansion, end to end. You’ll sit at the center of our Post-Sales team, serving as the primary point of contact for General Counsel, legal ops leaders, and the in-house teams who rely on Sandstone every day. You'll drive successful rollouts, build trust with executives and day-to-day stakeholders, and strive to make every customer see real, measurable value from the platform. You’ll then use that trust to expand within our accounts and iterate on our product.

Requirements

4+ years in a customer-facing role (implementation, customer success, account management, or consulting), ideally at a B2B SaaS company selling into enterprise or otherwise complex organizations.
A track record of owning the full post-sales lifecycle: onboarding, adoption, renewal, and expansion, with measurable outcomes to show for it.
Comfort mapping complex workflows and translating customer needs into product configuration and change management plans.
Strong executive presence: you're confident running QBRs and business reviews with senior stakeholders, including General Counsel and other legal leadership.
Highly organized and detail-oriented, with the ability to manage a portfolio of accounts at different stages of their lifecycle at the same time.
Genuine curiosity and excitement about AI and how it's transforming legal and enterprise workflows.
If you've worked with legal teams before, you'll immediately understand the opportunity here. If you haven't, but you know how to build trust with sophisticated stakeholders and drive real adoption, we want to talk.

Nice To Haves

Experience in legal tech, legal operations, or supporting products used by in-house legal teams.
Early experience at a fast-growing startup, including building the playbook while running it.
Background in management consulting or another structured, client-facing, analytical role.

Responsibilities

Lead new customers from signed contract to live product, mapping legal workflows, configuring the platform, and driving adoption across legal, business, and IT stakeholders.
Serve as the primary point of contact for a portfolio of accounts, building trusted relationships with GCs, legal ops leads, and the day-to-day users inside their teams.
Plan and run QBRs and business reviews that align on goals, surface the value Sandstone has delivered, and set the roadmap for what's next.
Own the renewal process end to end, including forecasting timelines, managing stakeholder alignment, mitigating churn risk, and identifying expansion opportunities as accounts mature.
Monitor adoption and usage signals, proactively flag risk, and run action plans that keep accounts healthy and engaged.
Work closely with our Forward-Deployed Engineers, as well as our Sales, Product, and Engineering teams, to ensure a seamless handoff from close to onboarding, and relay customer feedback that shapes our roadmap.