Note: The job is a remote job and is open to candidates in USA. Reveal is seeking a Director of Customer Success for their Corporate Segment. The role involves leading the Corporate Customer Success organization, driving customer adoption, renewal success, and managing a team of Customer Success Managers to ensure clients achieve measurable business outcomes.
Responsibilities
- Directly manage and develop a team of Customer Success Managers supporting Reveal's Corporate customer segment, providing coaching, performance management, career development, and ongoing feedback
- Establish clear goals, expectations, and accountability measures aligned with departmental and company objectives while fostering a culture of collaboration, continuous improvement, customer-centricity, and results
- Manage portfolio assignments, resource allocation, and capacity planning to ensure effective customer coverage and team performance
- Lead the Corporate Customer Success team in driving customer adoption, engagement, workflow expansion, and measurable business outcomes
- Ensure consistent execution of onboarding, success planning, account planning, customer engagement strategies, and best practices designed to maximize customer value and return on investment
- Lead portfolio reviews, risk reviews, and account planning sessions to ensure customer health trends, adoption gaps, renewal risks, and expansion opportunities are proactively identified and addressed
- Hold Customer Success Managers accountable for proactively identifying customer risks, developing mitigation and recovery plans, and executing retention and growth strategies for at risk and strategic accounts
- Own Net Revenue Retention (NRR) and Renewal Rate performance across the Corporate segment, partnering closely with the Renewals organization to identify, mitigate, and execute against renewal risks
- Participate in Executive Business Reviews (EBRs), strategic account planning sessions, executive customer meetings, and customer recovery efforts as needed
- Champion customer advocacy initiatives, including references, advisory boards, case studies, and customer feedback programs
Skills
- Bachelors's in technology (computer science, IT, etc.) or legal field (Paralegal, JD)
- Reveal, Logikcull, Brainspace, ACEDS, or other eDiscovery certification(s)
- 10+ years of experience in Customer Success, Account Management, Consulting, Professional Services, eDiscovery, Legal Technology, or SaaS
- 3+ years of direct people leadership experience, including performance management, coaching, employee development, and hiring responsibilities
- Proven track record leading customer adoption, retention, and customer success initiatives
- Experience managing enterprise customer relationships and executive stakeholders
- Strong understanding of Customer Success methodologies, customer lifecycle management, and SaaS business models
- Experience utilizing Salesforce, Gainsight, or similar customer success platforms
- Proven people leader with a track record of developing high-performing teams
- Customer-focused with a passion for driving adoption, retention, and measurable business outcomes
- Strong communicator and collaborator capable of influencing across all levels of the organization
- Strategic and analytical thinker who leverages data to drive decisions and solve complex challenges
- Highly organized, adaptable, and effective in a fast-paced SaaS environment
- Demonstrates accountability, ownership, and a continuous improvement mindset
Benefits
- 401k match program
- Comprehensive health benefits (Medical, Dental, Vision, and HSA/FSA)
- Group Term Life Insurance and Voluntary Life Insurance option
- Paid holidays
- Paid vacation, sick, and personal days
- FSA dependent care benefit
- Childbirth recovery and bonding leave policies
- Short and long-term disability benefits
- Access to onsite gym and recreational area at our Chicago office
- Friendly, collaborative, in-office work environment with ample opportunity for professional development
- Participation in one of our sales commission plans
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