Director of Customer Success

2 Months ago • 8 Years + • Customer Service • $1,487,500 PA - $237,600 PA

Job Summary

Job Description

The Director of Customer Success will lead teams in delivering exceptional customer experiences. This role involves developing and executing strategies to enhance customer experience, drive loyalty, and support growth. Responsibilities include strategic leadership, team development, customer experience enhancement, operational excellence, process improvement, cross-functional collaboration, budget management, and data analysis. The ideal candidate will champion customers, drive continuous improvement, and build a world-class customer service organization.
Must have:
  • 8+ years in customer success or account management
  • 5+ years in a leadership role
  • Experience leading customer service teams
Good to have:
  • Bachelor's degree in Business Administration or related field
  • Deep understanding of customer service best practices
  • Excellent communication and presentation skills

Job Details

Description

​​About LegalZoom
LegalZoom has been providing accessible and affordable online legal services for over 20 years. Since 2001, we’ve helped millions of customers launch, run, and grow their businesses, secure their intellectual property, and protect their loved ones with estate planning documents.
As the industry leader in business formations, innovation remains at the center of all we do. LegalZoom employees are creative thinkers and problem-solvers who thrive on collaboration and embrace diversity, equity, and inclusion. Together, we’re working to make a positive impact on the world. 
​​Where we work
This position will be based in Austin, TX and require a hybrid schedule.
Overview
LegalZoom is seeking a highly motivated, dynamic, and experienced Director of Customer Success to lead our teams in delivering exceptional customer experiences. We're not just looking for someone to manage a department; we're looking for a passionate leader who will champion our customers, drive continuous improvement, and build a world-class customer service organization. If you're a customer-obsessed individual with a proven track record of success, we want to hear from you!
About the Role:
As the Director of Customer Success, you will be responsible for developing and executing strategies that enhance the customer experience, drive customer loyalty, retention, and support the company's overall growth objectives. The ideal candidate is a passionate advocate for customers, a strategic thinker, and a proven leader with a track record of building high-performing teams in a high touch tech-enabled service environment.
Responsibilities:
  • Strategic Leadership: Develop and implement a comprehensive customer service strategy aligned with the company's overall business goals. This includes setting service level agreements (SLAs), defining key performance indicators (KPIs), and continuously improving processes.
  • Leadership & Team Development: Lead, mentor, and develop high-performing customer service and concierge service teams. Foster a positive and collaborative work environment that encourages growth, innovation, and exceptional customer service. Foster a culture of excellence, accountability, and continuous improvement. This includes performance management, training, career development, in addition to identifying training needs and implementing development programs to enhance team skills and performance.
  • Customer Experience Enhancement: Champion a customer-centric culture throughout the organization. Identify opportunities to improve the customer journey and implement initiatives that enhance customer satisfaction, loyalty, retention, and LTV. This may include proactive customer outreach, personalized service, and streamlined processes. Serve as a primary point of contact for escalated customer issues and complaints. Work to resolve complex issues and ensure customer satisfaction.
  • Operational Excellence: Oversee the daily operations of the customer service department, ensuring efficient and effective delivery of support across all channels (e.g., phone, email, chat, social media). Monitor performance metrics, identify areas for improvement, and implement solutions to optimize efficiency and effectiveness.
  • Process Improvement: Continuously evaluate and improve customer service processes and procedures. Identify opportunities for automation and technology enhancements. Streamline workflows to maximize efficiency and effectiveness.
  • Cross-Functional Collaboration: Collaborate effectively with other departments (e.g., sales, operations, marketing, product development) to ensure a seamless and positive customer experience across all touchpoints. Act as a customer advocate within the organization.
  • Budget Management: Manage the customer service budget effectively, ensuring that resources are allocated appropriately and that expenses are controlled.
  • Data Analysis & Reporting: Analyze customer service data to identify trends, pain points, and opportunities for improvement. Develop and present regular reports on key performance metrics to senior management. Use data to drive decision-making and continuous improvement.
Qualifications:
  • Bachelor's degree in Business Administration, Communications, or a related field preferred.
  • 8+ years of experience in customer success or account management, with at least 5 years in a leadership role.
  • 5+ years experience in leading, customer success, account management or high touch tech enabled service teams in a call center environment. 
  • Proven track record of building and leading high-performing customer service teams.
  • Deep understanding of customer service best practices and industry trends.
  • Excellent communication, interpersonal, and presentation skills.
  • Strong analytical and problem-solving skills, with the ability to use data to drive decision-making.  
  • Experience with customer service technologies and tools (e.g., CRM systems, help desk software).
  • Passion for delivering exceptional customer experiences.
  • Ability to thrive in a fast-paced, dynamic environment.

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