Head of Customer Success

Alt Legal is a forward-thinking company changing how trademark professionals manage global intellectual property. Trusted by over 1,000 global law firms, IP boutiques, and Fortune 100 companies, our platform automates and simplifies IP management, helping legal professionals efficiently handle filings, manage deadlines, and identify infringement. Managing millions of filings, Alt Legal is recognized as one of the most respected trademark companies in the IP world. Our mission is to make trademark professionals’ lives easier through powerful automation, integrated tools, and exceptional customer service.

Job Description

We’re seeking an exceptional B2B customer success leader to help maximize Alt Legal’s customer value, retention, and advocacy among law firms and companies. As Head of Customer Success, you’ll report directly to the CEO and take full ownership of our customer success strategy. You’ll develop and execute plans that support new customer acquisition, foster long-term relationships, and drive revenue growth across multiple channels with decisions that are rooted in data.

You’ll collaborate closely with the Support Team, Director of Customer Support, Head of Product, VP of Customer Success and Product Manager, and external contractors. You should be equally comfortable crafting and executing customer success initiatives as you are delegating and managing projects.

Your specific responsibilities:

• Develop and implement a client success strategy across the entire customer lifecycle, from onboarding to retention and expansion
• Meet assigned targets for client retention, including net revenue retention and gross revenue and logo retention rates, and other key financial performance objectives
• Implement best practices for retention to ensure high customer satisfaction and reduce churn 
• Capture and synthesize client feedback in a way that increases our understanding and allows us to take action on their needs 
• Develop and implement a repeatable process for onboarding new clients
• Define KPI’s to track/measure customer interactions/success
• Strengthen the existing training and self-serve capabilities to equip our clients to address common issues 
• Develop the most Key performance measures for the customer success area and embed them into how your team works
• Implement the support/success tools & systems to measure outcomes and proactively identify customer issues
• Collaborate with Product to advocate for customer needs, influence the product roadmap, and facilitate successful adoption of new features and solutions
• Partner closely with Sales and Support teams to ensure seamless customer transitions, identify opportunities for account growth, and resolve customer issues effectively
• Cultivate strong, lasting customer relationships, turning satisfied customers into active advocates and valuable references
  

What we’d like to see in the ideal candidate:

• 5+ years of experience in B2B SaaS customer success
• Proven track record of driving measurable customer retention, expansion, and advocacy
• Experience in legal tech or in customer-facing roles with professional customer base (e.g., financial or medical fields)
• Startup and growth-stage experience strongly preferred
• Team leadership and project management experience, including working with both internal staff and contractors
• Data-savvy and experienced in leveraging analytics to drive strategy
• Familiarity with Salesforce, ChurnZero, Clickup, and other CS platforms 
• Keen attention to detail 
• Strong written and verbal communication skills
• Ability to manage multiple and sometimes conflicting priorities 
• Commitment to team cooperation and culture
• Willingness to dig in and complete tasks
• Good sense of humor

Why Alt Legal 

Alt Legal is a customer-obsessed, forward-thinking company that believes great technology should simplify and empower. Our mission is to transform intellectual property management through intuitive automation and exceptional service. We’re proud to support over 1,000 global law firms and companies—and even more excited about the growth potential ahead of us. 

We’re a collaborative, kind, and diverse team that thrives in open, inclusive, and positive environments. We believe that a variety of perspectives leads to better ideas and stronger outcomes. Founded on the values of innovation, simplicity, and support, we ensure that every team member can grow while making meaningful contributions. Alt Legal is LGBTQ+ friendly, and we enthusiastically encourage individuals of all backgrounds to apply.

How to Apply

If you’re interested, you should submit your application via Breezy with a resume in PDF and a short statement explaining your specific interest in this role as well as why you'd like to join the Alt Legal team (2-3 sentences). We will review applications on a rolling basis.