Soma Capital Portfolio Jobs

Head of Customer Success

Draftwise

Draftwise

Customer Service, Sales & Business Development
United States
Posted on Friday, June 14, 2024
About DraftWise

DraftWise is at the forefront of AI in the legal industry, building a secure knowledge platform that helps lawyers at elite law firms draft, negotiate and review contracts faster, and with an edge over their competitors. Our core product unlocks for the first time the years of historic legal contracts that firms have negotiated for their clients. We use the latest in data management, machine learning and language analytics to help lawyers and legal professionals write better, safer contracts. Some reasons to join DraftWise:

  • Our core offering has achieved product market fit proven by our partnerships with the industries leading Vault 10, Magic Circle and AMLAW 100 firms.
  • Our founding team is composed of former Palantir and Google engineers along with an experienced lawyer from a top global law firm.
  • We are backed by Y-Combinator and recently raised our $20M in our Series A backed by Index Ventures
  • We are a fully remote company, though offer the option to co-work in our major cities in the US and Europe.
  • We are working with the latest generative AI technology and developing practical applications of it for the legal industry
  • We are solving problems that matter to lawyers, and our users love us for it!

About The Role

As a Head of Customer Success at DraftWise, you will be the strategic leader and driving force behind Customer Success at DraftWise. You will oversee and mentor a team of Customer Success Managers, ensuring they deliver exceptional experiences that foster long-term customer relationships, drive renewals, upsells, expansion and maximize value realization.

In this role, you will provide strategic guidance, coaching, and mentorship to the team, ensuring they have the necessary skills and resources to succeed with customer implementations with Enterprise Customers. As a leader, you will develop and execute a comprehensive customer success strategy aligned with the company's overall vision and objectives.

We are quickly growing the number of customers we are working with so you will be instrumental in designing scalable operations, identifying ways to better support more customers over time and selecting the tools you need to do the job well. You will have ownership over the Customer Success function at DraftWise and the ability to shape our culture as we grow.

What We Value

  • Strong communication skills in an open environment.
  • Creating an environment of trust through well-intentioned feedback.
  • Skills to work independently and make decisions with minimal supervision.
  • Interest in working in a dynamic environment with dynamic objectives.

About You

We're looking for employees who have:

  • Proven track record of leading and scaling high-performing customer success teams in a SaaS or technology environment.
  • Experience with leading customer implementations and managing a team that owns renewal, expansion and upsells
  • Extensive experience in developing and executing customer success strategies that drive adoption, retention, and expansion.
  • Strong leadership skills with the ability to inspire, motivate, and develop teams.
  • Excellent communication and presentation skills, with the ability to effectively communicate with stakeholders at all levels.
  • Analytical mindset with the ability to leverage data and insights to drive decision-making.
  • Passion for delivering exceptional customer experiences and driving customer advocacy.

It's Also Great If You Have

  • Interest in designing scalable company processes from an early stage
  • Experience upselling customers on new features and products
  • Interest in product management and user experience design

What We Offer

  • Remote-first company, with an office in New York City. Ideally within UTC+4 to UTC-7
  • Equity plan
  • Competitive salary
  • Private medical care
  • New laptop and a work-from-home stipend for necessary accessories
  • Generous PTO / sick leave
  • Opportunity to lead our company as we disrupt the legal world