Aderant is seeking a Director of Customer Success. 

Aderant is a global industry leading software company providing comprehensive business management solutions for law firms and other professional services organizations with a mission to help them run a better business. We are motivated by a collective desire to drive the legal industry to the forefront of innovation. With over 2,500 clients around the world, including 95 of the top AmLaw 100 firms, we are changing the outside perception of the legal sphere; where there was once resistance to modernization, we are creating a culture that embraces new ideas and technology.

At Aderant, the “A” is more than just a letter. It is a representation of how we fulfill our foundational purpose, serving our clients. It embodies our core values and reminds us that to achieve success, every day must start with the “A”. We bring the “A” to life by fostering a culture of innovation, collaboration, and personal growth. We encourage our diverse teams to bring their whole selves to work – ideas, experience, and passion – to drive our mission forward. Our people are our strength.

The Director of Customer Success is responsible for leading and managing the Customer Success team to drive customer satisfaction, retention, and growth. This role involves developing and implementing strategies to ensure customers achieve their desired outcomes, fostering strong customer relationships, and collaborating with other departments to improve the overall customer experience.

• 5+ years’ experience and Customer Success/ Account Management preferably in the legal software/technology/SAAS verticals
• Proven experience in a leadership role within Customer Success or Account Management.
• Strong understanding of customer success principles and methodologies.
• Excellent communication and interpersonal skills.
• Data-driven with the ability to use analytics to make strategic decisions.
• Experience managing clients with customer relationship management (CRM) software.
• Ability to adapt to changing priorities and a fast-paced environment.

1. Team Leadership:

• Lead, mentor, and manage the Customer Success team, including Customer Success Managers and Associates.
• Set clear goals and performance expectations for team members.
• Provide coaching and development opportunities to enhance team skills and capabilities.

2. Customer Strategy:

• Develop and implement a comprehensive customer success strategy aligned with company goals and objectives.
• Define and track key customer success metrics and KPIs.
• Identify and segment customer groups to tailor strategies and coverage.

3. Customer Relationship Management:

• Build and maintain strong, long-lasting customer relationships.
• Collaborate with customers to understand their needs, challenges, and objectives.
• Act as a point of escalation for complex customer issues.

4. Retention and Growth:

• Develop and execute strategies to increase customer retention rates.
• Identify opportunities for upselling or cross-selling additional products or services.
• Monitor customer usage and engagement to proactively address potential churn risks.

5. Customer Onboarding:

• Oversee the onboarding process to ensure customers are effectively onboarded and trained on product or service usage.
• Work closely with the onboarding team to streamline and improve the onboarding experience.

6. Customer Feedback and Advocacy:

• Collect, analyze, and act upon customer feedback to drive product improvements.
• Identify and nurture customer advocates who can provide testimonials, case studies, or referrals.

7. Collaboration:

• Collaborate with Sales, Product Development, and Marketing teams to align efforts and ensure a consistent customer experience.
• Provide input to product development based on customer needs and feedback.

8. Reporting and Analytics:

• Prepare and present regular reports on customer success metrics to the executive team.
• Use data and analytics to make informed decisions and drive improvements.