Senior Director of Customer Success

OUR STORYAt ContractPodAi, we're pioneering the future of legal with Leah—the operating system for legal. Leah Agentic AI coordinates specialized AI agents across Leah’s suite of solutions, including industry-leading Contract Lifecycle Management (CLM), to transform how legal teams work and create value. Leah doesn't just automate tasks—it uncovers hidden opportunities and transforms legal knowledge into business advantage. Our platform breaks down silos between legal, business, and executive teams, helping organizations discover revenue opportunities, minimize risks, and turn legal insights into strategic decisions. We know innovation happens when great people come together to solve business problems.

ContractPodAi is a fast-growing team of innovators spread across London, New York, Glasgow, San Francisco, Toronto, Dubai, Sydney, Mumbai, Pune, and beyond.Here, you'll: • Pioneer the future of legal AI and business transformation • Make real impact by helping organizations unlock hidden value • Collaborate with talented colleagues across continents If you're excited by cutting-edge technology, thrive in a fast-paced environment, and want to help build something revolutionary, we want to hear from you. THE OPPORTUNITY We are seeking a strategic and hands-on Senior Director of Customer Success to lead and scale our Customer Success function.

As the Senior Director of Customer Success, you will ensure that our customers achieve their desired outcomes while driving value from our products and services. Reporting to the Chief Customer Officer, you will manage a team of customer success managers (CSMs) while still handling other accounts independently. You will help develop best practices for customer engagement and implement scalable solutions to maximise customer satisfaction, retention, and growth tailored to your unique customer accounts.You will work cross-functionally with Sales, Product, Implementation, partners, and Support teams to advocate for customer needs and contribute to product and service improvements.

The ideal candidate will combine strong leadership and communication skills with a technical aptitude that allows them to deeply understand our platform and creatively solve client challenges. WHAT YOU WILL DO: Lead, mentor, and develop your assigned CSMs to enhance customer success strategies.  Develop and implement initiatives to drive customer adoption, retention, and satisfaction.  Monitor and analyze customer health metrics to proactively address needs and risks.  Serve as a point of escalation for complex customer challenges, ensuring timely and effective resolution for your customer base.  Collaborate with internal teams to deliver feedback on product enhancements based on customer insights.  Drive account expansion opportunities by identifying and leveraging upsell and cross-sell potential.  Ensure no accounts are lost, and proactively all renewals are closed in time or in advance of their due date.  Report on key success metrics, providing insights to senior leadership for continuous improvement.  Conduct regular business reviews with customers, focusing on aligning our solutions to their evolving needs and ensuring they maximize product value.  Identify opportunities to streamline and enhance customer journeys, from onboarding to renewal.  Lead pre-sales conversations, partnering and supporting the sales and partner team when needed. WHAT YOU WILL NEED:  8+ years of experience in customer success or account management roles, with at least 3 years in a leadership capacity  Proven track record of building and leading high-performing Customer Success teams in a B2B SaaS or technology company.  Must have experience in generative AI - increasingly required to liaise properly with leadership and navigate meetings effectively.  Ability to solve complex problems that contain multiple resolution streams and manage the execution of those streams to full resolution.  Juris Doctorate is preferred.  Must have strong written & verbal communication and be process oriented.  Strong technical acumen with the ability to quickly understand the product’s architecture, features, and use cases to solve client needs and troubleshoot effectively  Experience managing strategic, enterprise-level accounts with a focus on long-term customer value  Exceptional communication and interpersonal skills with the ability to influence internal and external stakeholders  Data-driven mindset with experience using customer success platforms (e.g., Gainsight, Totango), CRM (e.g., Salesforce), and analytics tools  Ability to thrive in a fast-paced, evolving environment with a collaborative and proactive approach  Strong understanding of customer lifecycle management and success metrics BENEFITS:  Opportunity to work in a fast-moving, high growth SaaS company  Competitive Salary  Paid Time off  Generous Employee Referral program At ContractPodAi we believe in creating a diverse and inclusive workplace where everyone feels heard and valued.

We are proud to be an Equal Opportunity Employer. We do not discriminate in employment on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.