Director of Customer Success (US)

The Company

Checkbox is a Sequoia-backed technology start-up with a mission to enable meaningful work for all. To achieve this, we built a no-code automation platform with the belief that the power of digital creation needs to be accessible to everyone, not just IT teams. Seeing non-technical users surprisingly delighted when they use our technology to create in ways they never thought they ever could motivate us. Whilst our mission is big, our focus is sharp. Our customers today are primarily in-house legal departments from companies including SAP, BMW, Allianz, Pinterest, and Coca-Cola.

Recently, we expanded our offering to not only help people do meaningful work, but manage it too. This came with the launch of our AI-powered Matter Management product – the “JIRA for lawyers”. This is part of our broader vision to be the “Legal Service Hub” for organizations, responsible for how legal work is raised, allocated, managed, and resolved. We believe that one day the Legal Service Hub will be as ubiquitous for legal teams as the CRM for commercial teams and we believe that Checkbox will be the market leader for this.

As a company, we are a young and tight-knit team of about 40 people across the United States, Australia, and Asia, made up of incredible high performers and Co-Founders in the Forbes 30 Under 30 list. Our culture is one of our superpowers. It's what people talk about when they join us, work with us, and leave us. Read about what makes all of us a "Checkmate" here: https://www.checkbox.ai/core-values.

The Position

At Checkbox, we pride ourselves on simply first-class customer experience. It is one of the things we’re known for, what we celebrate internally, and a key driver for our overall success as a company. Customers are our lifeblood and why we do what we do, so we hold a very high standard when it comes to ensuring that Checkbox customers always feel like they have not only partnered with the best technology, but the best team in the industry.

As the Director of Customer Success for North America, you will be responsible for helping our customers realize the Legal Service Hub vision, by ensuring customers successfully onboard, implement, and consistently get value from the Checkbox platform, while driving growth through renewals and expansion over time. You will have ownership over a broad range of the customer lifecycle including technical account management, legal operations consulting, and professional services such as onboarding and implementation.

You will be reporting directly into the Founders and be part of the senior management team, responsible for setting functional strategy, owning the ultimate KPIs/OKRs under the customer success umbrella for North America, and contributing to top-level company decisions. While this is a senior management role, you will be expected to be hands on in the first few quarters, managing customer relationships and directly driving customer onboarding and implementation.

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In this position, you will:

+ Report directly to the CEO and work closely with the Co-Founders and the Senior Management team to shape and execute on the overall account management, renewal, and expansion strategy for the North American market.

+ Drive product adoption, positive customer experience, and positive net retention within our customer base.

+ Oversee the onboarding and implementation process for new customers, ensuring quality and timely delivery of projects by Checkbox or implementation partners.

+ Address escalated customer issues with speed and urgency, orchestrating and rallying resources within the company as needed.

+ Scope, design and implement legal workflows for customers on the Checkbox platform, enabling self-serve contracting, automated approvals & many more use cases

+ Develop and maintain strong relationships with key customer stakeholders

+ Develop and maintain a professional and personal brand within the legal and legal ops community as a key representative of Checkbox

+ Create an effective feedback loop of customer insights and legal ops best practices between customers and the broader organisation

About you

+ You have at least 5 years of experience in legal operations, legal operations consulting, or working closely with in-house legal teams

+ You have experience leading customer success, customer service, or account management teams

+ You have strong technical acumen, with experience configuring software platforms, managing technical projects, and developing integrations

+ You have a deep understanding of the challenges facing legal teams, and opportunities for efficiencies and operational improvements

+ You have demonstrated success in managing complex enterprise projects with multiple stakeholders

+ You have demonstrated success in maintaining strong, long-lasting relationships and the ability to inspire trust and confidence in others

+ You are outcome-oriented, adaptable, collaborative and personable

+ You have a relentless focus on customer experience and satisfaction

Compensation & Benefits

+ Competitive salary & equity – We believe in employee ownership and comfortable compensation for our employees so that they can be as happy and productive as possible without any reservations.

+ Insurance coverage – We cover your health insurance, including dental and vision.

+ 401K savings – We match contributions to your 401K retirement savings.

+ Generous and flexible leave – We provide paid leave for personal time off, sick and carer’s leave, and parental leave (including secondary carer), with a culture of approving and encouraging time off as needed within reason.

+ Remote working arrangements – Our US team is distributed across the country, meaning you can work wherever you’d like provided it is within the country.

+ Personal learning & development budget - Continuous development and growth (#suckless) is one of our core values, and we believe in investing in our own home-grown leaders.

+ Expense policy – You can expense small work-related items and salary sacrifice larger items within reason.

+ Company wide social events – We have some wicked annual off-sites (past events include a massive boat party, a few days stay in a mansion in Australia’s wine region, and a week in Bali!)

+ Transparent & open culture - Enjoy the benefits of an open culture where all questions and feedback are welcomed so we can be a better company day by day.