Senior Corporate Counsel, Customer Success

Rackspace Technology

7d•$148,011 - $217,083•Hybrid

About The Position

The Senior Corporate Counsel, Customer Success leads the legal function supporting the global Customer Success organization, serving as primary counsel across the full customer lifecycle — from contract interpretation, renewals, and renegotiation through termination, disputes, collections, litigation, privacy, security incidents, and regulatory compliance. The ideal candidate combines strong commercial contracting instincts with hands-on litigation or dispute-resolution experience, and is energized by fast-paced, cross-functional work supporting a global technology services business. The role owns the team’s operating model: an intake and triage process, tiered escalation paths, and a suite of self-service resources (playbooks, knowledge-base FAQs, standard forms, and templated responses) that let commercial teams resolve routine matters independently while genuine legal risk is escalated. This leader drives a globally streamlined, integrated approach across regions and acquisition integrations, exercises delegated approval authority under the company’s authorization framework, and partners with sales, customer success managers, finance and accounts receivable, the privacy officer, outside counsel, and executive leadership. The consistent philosophy is to position Legal as a force multiplier rather than a bottleneck.

Requirements

J.D. from an accredited law school and active bar membership in good standing (state to be specified based on location).
7+ years of relevant legal experience, ideally spanning commercial contracting, dispute resolution, and litigation, at a law firm, in-house legal department, or combination of both.
Demonstrated experience drafting and negotiating complex commercial agreements (MSAs, SOWs, SaaS/technology services agreements).
Direct experience managing or supporting litigation, arbitration, or collections matters, including working with and overseeing outside counsel.
Strong analytical and risk-assessment skills, with the ability to translate legal risk into clear business recommendations.
Excellent written and verbal communication skills, with the ability to explain legal concepts to non-legal stakeholders and lead cross-functional training.
Demonstrated ability to lead a team and manage a high volume of matters independently in a fast-moving, global environment.

Nice To Haves

Litigation experience strongly preferred, including familiarity with pre-litigation strategy, pleadings, discovery, and settlement negotiation.
Experience with cross-border or international disputes and enforcement (e.g., coordinating between local and foreign counsel, navigating differing procedural rules).
Familiarity with the technology, cloud services, or managed IT services industry.
Experience with collections, credit risk, or accounts receivable-related legal matters.
Background advising on privacy and data protection regimes (GDPR, CCPA, FERPA) and security incident response.
Prior in-house experience supporting a Customer Success, Sales, or Channels organization, including building playbooks, FAQs, and self-service legal resources.

Responsibilities

Lead the global Customer Success legal team, overseeing equitable work allocation, matter routing, and triage through the intake system, and monitoring volume and matter type to proactively reduce legal workload.
Own tiered escalation paths, determining what non-attorney specialists handle under attorney guidance, what requires a Customer Success attorney, and what must be notified to leadership or routed to litigation, sales-legal, or incident-response teams.
Apply and enforce engagement guardrails, including revenue thresholds for legal resourcing and the rule that calls with customer counsel are handled only by an attorney.
Provide legal guidance for Acceptable Use Policy (AUP) team escalations and legal matter intake.
Issue and maintain the Customer Success legal playbook, knowledge-base FAQs, standard forms, and templated standard responses, keeping them coordinated with the playbook as the controlling source.
Standardize recurring legal guidance into customer-facing FAQs and reusable responses so Customer Success teams can self-serve, and conduct periodic reviews of team-facing guidance for currency.
Develop training and process guidance for Customer Success Managers and Sales, reinforcing scope boundaries and correct routing of legal requests.
Draft, review, redline, and negotiate Master Services Agreements (MSAs), Statements of Work (SOWs), amendments, order forms, and related customer agreements, applying the company’s Sales Contracts Playbook to reduce enterprise risk.
Interpret standard and non-standard customer agreements and clauses, including precedence hierarchies, auto-updating online terms, legacy and acquired-entity terms, and coterminous agreements.
Handle term renewal agreements and their standard and custom deviations, contract amendments, one-off products, and requests for renewal legal approval.
Advise on strategic install-base price increases and price changes under negotiated or customer-form agreements.
Manage a variety of requests, including but not limited to agreement copies, archived online terms, insurance certificates, purchase orders, supplier-onboarding and corporate documentation, and government-form completion.
Partner with Customer Success Managers to ensure customer needs are met within contractual and legal boundaries, translating legal terms into actionable business guidance that supports customer satisfaction and retention.
Advise on customer- and company-initiated non-renewal and termination (including for breach), notice mechanics, suspension, and calculation and enforceability of early termination fees.
Structure and negotiate settlement and release agreements, including early termination, wind-down, and transition arrangements.
Handle routine and high-risk customer disputes and claims, coordinating settlement, credits and refunds, back-billing, litigation holds, and reservation-of-rights positioning; route issued litigation, high-value claims, collections, and bankruptcy matters to the litigation function as appropriate.
Manage and help drive resolution of collections matters, breach claims, and contract disputes from pre-litigation demand through resolution, including cross-border and multi-jurisdictional matters.
Partner with and manage outside counsel on litigation and enforcement actions; develop cost-benefit and litigation-risk analyses (fee estimates, scenario planning, likelihood-of-recovery assessments) to guide business decision-making.
Assess litigation exposure (including consumer-protection risk) and advise leadership on strategy for high-exposure matters.
Coordinate with the privacy officer on data-protection dimensions of incidents and inadvertent-disclosure events.
Support the privacy officer and, as applicable, lead for customer-facing security matters, including security questionnaires, audit and compliance documentation requests, and personnel background-check requests.
Support incident response with breach-notification analysis, contractual liability allocation among the company, customers, and third-party providers, and insurance escalation; coordinate with the incident-response team.
Advise on security-testing consents, forensic images, and related security-operations items.
Build and maintain KPI dashboards and reporting to provide leadership with visibility into legal team performance, matter volume, and turnaround times.
Evaluate and help pilot AI-assisted tools to track regulatory developments and their impact on customer contracts and service delivery, and to scale legal support more broadly.
Partner with Customer Success and Finance leadership on revenue-impact and cost-recovery initiatives, including accounts-receivable legal levers and billing-commitment matters.
Support contract lifecycle management and legal-intake tooling initiatives to reduce manual effort and improve consistency in process execution.
Provide counsel on the full range of operational requests: fee waivers, credit references, name changes, third-party payees, media wiping and destruction, DNS and zone transfers and domain disputes, data-center tours and NDAs, audits, logo use, SLA changes, session recordings, and software-licensing audits.
Acquisition-integration alignment of Customer Success processes to the standard company model.
Other responsibilities as designated by the Chief Legal Officer