• Lead, coach, and develop a team of Customer Success Managers, including hiring as the team grows • Personally own a portfolio of high priority accounts and act as a strategic advisor and executive sponsor • Build and refine Customer Success playbooks, processes, and systems that drive retention, adoption, and expansion • Establish and monitor leading indicators of churn risk and ensure proactive intervention • Partner closely with Product, Engineering, and Marketing to improve customer outcomes and close feedback loops • Drive accountability across the team for activation milestones, health metrics, and retention goals • Create a culture of ownership, urgency, and results within the Customer Success organization • Translate platform capabilities, AI features, and marketing strategy into clear business outcomes for law firm leadership • Identify patterns across accounts to inform product roadmap and go to market decisions