Lead of Customer Success

Darrow • New York, NY

85d • $110,000 - $150,000

About The Position

You are looking for a job that will truly engage you. You have an entrepreneurial spirit and can make things happen in a fast-paced startup environment. You want to grow and be challenged, but above all you want to work towards a mission, and for your work to have meaning. We’re Darrow - a fast-growing legal tech startup with an open, action-based culture unlike any other. We are committed to pursuing our vision of 'frictionless justice,' using advanced Machine Learning & AI to revolutionize the justice system. Our mission is about justice at scale: imagine walking into work every day knowing that you’re not only advancing your career but making a positive impact on the world. Darrow has more than 150 team members in Tel Aviv and New York, and is backed by world class investors: Georgian, F2 Venture Capital, Entree Capital, NFX and YCombinator. We are looking for a talented and passionate manager to develop our Customer Success function. You are someone who wants to put your best ideas to work. And you want your work to have meaning.

Requirements

• 5+ years of experience in customer success, account management, or client services, ideally in a B2B Services, SaaS or legal technology company.
• Experience working with legal professionals or within the legal technology space and familiarity with the unique challenges of law firms or legal departments is a strong advantage.
• Experience with Salesforce CRM and various customer success tools such as Zendesk, HubSpot, MixPanel and Gainsight for managing customer interactions, health scoring, and process automation.
• Past experience managing and growing CSM teams.
• Strong leadership presence, with the ability to inspire, guide, and influence.
• A process-minded builder who thrives in ambiguity and enjoys creating structure.
• Ability to work independently, taking ownership of your role as the first Customer Success Manager and laying the groundwork for future team growth.
• Demonstrated ability to thrive in a fast-paced, evolving environment while quickly responding to changing needs.
• Data-driven approach to defining and measuring success.
• Demonstrated ability to quickly adapt to new software platforms.
• Passionate about delivering excellent client experiences, helping clients succeed, and advocating for their needs internally.
• Excellent interpersonal and communication skills, with a proven ability to build relationships, influence decision-makers, and handle challenging conversations with professionalism.
• Strong problem-solving skills with a proactive approach to resolving client challenges and driving continuous improvement.

Responsibilities

• Develop processes, documentation, and tools for the client success function, including onboarding guides, training materials, and account health scorecards.
• Own the client onboarding process, ensuring that new clients are effectively set up on Darrow’s platform and receive comprehensive training on its features and benefits.
• Act as the voice of the client by gathering feedback and insights, communicating client needs to internal teams, and advocating for product enhancements that improve the user experience.
• Drive solution adoption and usage by monitoring client engagement and providing tailored recommendations to ensure clients fully utilize Darrow’s platform and services.
• Develop and nurture long-term relationships with key stakeholders at law firms, acting as the main point of contact for their needs and questions.
• Identify opportunities for contract renewals, cross-sell additional services or features, and support account growth by helping clients achieve success with Darrow’s platform and services.
• Collaborate with the Legal Consulting team to ensure client issues are resolved quickly and efficiently, providing a seamless and positive client experience.
• Track client success metrics (such as product usage, satisfaction scores, and retention rates), analyze trends, and provide regular reporting to senior management on client health and success strategies.

Benefits

• Medical, Dental & Vision insurance for you and your dependents.
• $150 weekly Grubhub credit for lunches.
• Unlimited paid time off policy.
• Hybrid work model - onsite 3 days/week.
• Eligibility to participate in a bonus / incentive plan.
• Stock option plan to give our employees a direct stake in Darrow’s success.
• Darrow provides a reasonable range of compensation. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. The range of pay (base salary) for this role is $110,000 - $150,000.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 101-250 employees