Director Client Success, Legal Portfolio

Intapp•Palo Alto, CA

6d•Hybrid

About The Position

The Director Client Success, Legal Portfolio is a people leader on Intapp's Client Success team, responsible for inspiring, developing, and coaching a team of client success professionals to consistently deliver strong client outcomes with predictable results across the US Midwest and West. This role sits at the intersection of team leadership and client strategy, ensuring your portfolio of enterprise legal accounts is healthy, growing, and realizing the full value of their Intapp investment. Done well, this role turns a team into a high-performing unit and clients into long-term partners. Firms that are expanding their use of the platform and influencing peers in their markets. The Director operates as a trusted advisor to client stakeholders and internal leaders alike, and serves as the connective tissue between their team, Sales, Product, and the broader business.

Requirements

15+ years of experience in client success, portfolio, or account management team leadership roles within or serving professional services firms, ideally in the legal industry.
Proven ability to drive retention and support growth across a portfolio of enterprise accounts, including executive-level relationship management.
Strong leadership and coaching skills; able to develop talent, set clear expectations, and hold a team accountable to results.
Success leading and managing teams of at least 10.
Strong consultative and communication skills: ability to listen carefully, influence at all levels, and navigate complex organizational dynamics.
Experience with change management or developing adoption strategies for enterprise technology platforms.
Strong analytical skills and the ability to synthesize input from multiple sources into clear recommendations for clients and internal stakeholders.
Bachelor's degree.
Ability to travel 20–30% of the year for client visits, team engagements, and industry events.

Nice To Haves

Familiarity with the Intapp product suite.
Familiarity with upstream and downstream systems such as Microsoft 365 and marketing, business development, relationship intelligence, experience management, document, financial, or practice management systems.
Experience in a publicly traded, growth-stage software company.

Responsibilities

Build and oversee a portfolio strategy that optimizes account assignments, identifies client success opportunities, and ensures each client has a clear path to measurable outcomes.
Drive regular business reviews with your team, using KPIs, coverage data, and risk signals to surface what's working and where to focus.
Align with Sales segment leads on account-specific goals and ensure the team executes against shared objectives.
Ensure your team engages the right stakeholders at the right level in every account.
Build executive relationships directly in key accounts so Intapp has a trusted presence before it's needed.
Lead escalation management for high-risk client situations, providing leadership support and taking accountability for driving issues to resolution with urgency
Own retention and support growth for your portfolio, driving renewal forecast accuracy, identifying at-risk renewals early, and developing success plays that extend client value in partnership with Sales.
Lead proactive engagement models that increase product adoption and accelerate value realization across the full Intapp product suite and lifecycle.
Coach the team to develop and share best practices, thought leadership content, and industry-specific guidance that supports the broader legal client community.
Prioritize recruiting and building a team of strong performers, investing in hiring, onboarding, and developing talent as a core part of the role.
Model and reinforce industry knowledge and product depth, creating a culture of continuous learning and client-facing credibility