Customer Success Lead US - Wexler
Customer Success Lead US - Wexler
Customer Success Lead US - Wexler
Pear
Wexler, a rapidly growing legal AI company, is seeking a Customer Success Lead to drive the adoption and success of its innovative litigation platform among top law firms in the US. This role involves overseeing the client lifecycle, building relationships, and ensuring measurable value for clients, while also acting as an in-house litigation specialist.
Qualification
- Proven experience in a Customer Success role, preferably in a SaaS or legal tech environment.
- Demonstrated commercial record and entrepreneurial mindset.
- Strong relationship-building skills with senior stakeholders in law firms.
- Ability to analyze usage data and provide actionable insights.
- Experience in creating training materials and best-practice documentation.
Responsibility
- Oversee the full client lifecycle including onboarding, training, adoption, renewal, and expansion.
- Build trusted, long-term relationships with partners and senior associates at AmLaw 100 firms and Fortune 500 legal departments.
- Run regular health checks and strategic reviews to ensure client satisfaction and product usage.
- Monitor usage analytics, resolve issues, and funnel product feedback to the Engineering team.
- Create best-practice playbooks and knowledge-base content to scale expertise across the user community.
- Forecast renewals, identify upsell opportunities, and negotiate commercial terms that align with client outcomes.
- Guide fee-earners through complex workflows and make them experts in Wexler’s product.
