Director, Customer Solutions & Success (US)

Legatics•New York, NY

2d•$120,000

About The Position

Legatics is seeking a senior, commercially minded Director of Customer Solutions & Success (US) to own the end-to-end customer journey for our US customers — from pre-sales engagement and champion development, through onboarding and implementation, to live matters, adoption, and expansion. This role will act as the US face of Legatics, working closely with law firm partners, associates, innovation leaders, and internal stakeholders to ensure Legatics is successfully embedded into live transactional workflows. Success in this role is measured by real usage — live matters opened, sustained adoption, and expansion across firms. This is a high-impact role at the intersection of sales, customer success, product, and account management, and is ideal for someone with deep law firm experience who wants ownership, influence, and visibility in a growing US market.

Requirements

Experience working in a large US law firm (as an attorney, paralegal, knowledge manager, legal innovation professional, or similar).
Strong understanding of transactional legal workflows and law firm dynamics.
Proven ability to build trusted relationships with senior stakeholders, including partners.
Excellent communication and presentation skills.
Commercial mindset with experience influencing adoption, retention, or expansion outcomes.
Comfortable operating independently and owning outcomes in a growing market.

Nice To Haves

Experience in legal tech, SaaS, or professional services.
Exposure to pre-sales, onboarding, or customer success in a vendor environment.
Experience collaborating closely with sales teams on complex accounts.

Responsibilities

Partner closely with Sales to support late-stage and follow-up demos with lawyers and key stakeholders.
Deliver tailored product demonstrations aligned to US law firm workflows and transaction types.
Help identify, cultivate, and support law firm champions pre-sale who are critical to successful implementation.
Act as a trusted subject matter expert in product, workflow, and security discussions with prospects.
Support proof-of-value or pilot engagements where appropriate.
Own onboarding and rollout planning for US customers, working directly with partners, associates, and innovation teams.
Design and deliver engaging training sessions tailored to different practice areas and seniority levels.
Ensure a smooth transition from sale to live usage, with clear success milestones.
Support configuration of matters, templates, workflows, and best practices.
Be accountable for time-to-first-live-matter.
Act as the primary day-to-day owner for US customer relationships post-implementation.
Build trusted relationships with key stakeholders across customer firms.
Drive adoption and expansion by identifying new use cases, practice areas, and offices.
Partner with Sales on renewal and expansion conversations, contributing usage insights and customer context.
Be accountable for US live matters opened and sustained usage, the primary indicator of customer success.
Represent Legatics in the US market, attending industry events, roundtables, and networking opportunities.
Build a strong network across US law firms, innovation leaders, and legal operations professionals.
Act as a visible and credible ambassador for Legatics in New York and beyond.
Maintain deep knowledge of the product roadmap and upcoming releases.
Feed structured customer insights back to Product and Engineering to inform roadmap decisions.
Collaborate with Product Marketing to adapt messaging, demos, and materials for the US market.
Contribute to the development of US-specific use cases, demo narratives, and customer stories.

Benefits

Base salary of $120,000 (depending on experience)
25 days holiday per year (plus public holidays).
Early Finish Fridays - on the last Friday of every month, we finish at lunchtime!
Pension with NEST.
Personal Learning & Development budget.
Enhanced parental leave policies so you can spend more time with your family.
Lots of opportunities for accelerated professional development and career progression.
Work alongside a supportive and talented team with the opportunity to grow one of the world’s leading LegalTech scale-ups.
A warm, genuinely collaborative culture and an awesome team; and
Regular socials.