Director, Customer Success

Responsibilities

• Lead and develop the Corporate Customer Success organization, providing coaching, performance management, and career development for Customer Success Managers.
• Drive customer adoption, engagement, and measurable business outcomes across a portfolio of corporate customers.
• Own Net Revenue Retention (NRR) and Renewal Rate performance for the corporate segment.
• Establish clear goals and accountability measures aligned with company objectives.
• Manage portfolio assignments, resource allocation, and capacity planning.
• Lead portfolio reviews, risk assessments, and account planning to proactively address renewal risks and expansion opportunities.
• Partner with Sales, Renewals, Product, and Support teams to maximize customer value and accelerate adoption.
• Champion customer advocacy initiatives, including advisory boards and case studies.

Requirements

• Bachelor's degree in a technology field (Computer Science, IT, etc.) or a legal field (Paralegal, JD).
• 10+ years of experience in Customer Success, Account Management, Consulting, Professional Services, eDiscovery, or Legal Technology.
• 3+ years of direct people leadership experience, including hiring and employee development.
• eDiscovery certification (e.g., ACEDS, Reveal, Logikcull, or Brainspace).
• Proven track record of managing enterprise customer relationships and executive stakeholders.
• Experience utilizing Salesforce, Gainsight, or similar customer success platforms.

Benefits

• 401k match program.
• Comprehensive health benefits including Medical, Dental, Vision, and HSA/FSA.
• Paid holidays, vacation, sick, and personal days.
• Childbirth recovery and bonding leave policies.
• Access to onsite gym and recreational area at our Chicago office.
• Competitive salary and participation in sales commission plans.

About the Company

Reveal provides advanced eDiscovery, legal hold, and data preservation/collection solutions to help organizations manage complex investigations and compliance needs.