07.VP of Client Success (Law Firms) | Fully Remote

Description

We are seeking a strategic, hands-on VP of Client Success to lead and elevate the end-to-end client experience for our law firm partners. This executive role is responsible for ensuring seamless onboarding, long-term client retention, operational excellence, and measurable client outcomes.
The ideal candidate combines client-facing leadership, operational rigor, and data-driven decision-making, with a deep understanding of how law firms operate and scale.

Key Responsibilities

• Client Success & Experience
  Own and optimize the full client lifecycle, from onboarding through long-term partnership and renewal.
  Lead structured onboarding processes that ensure fast adoption, clear value realization, and high client satisfaction.
  Build strong, trusted relationships with law firm leadership and key stakeholders.
  Analyze client data to identify trends, risks, and opportunities to improve retention and client outcomes.
  Establish feedback loops and success metrics to continuously improve the client experience.
• Leadership & Team Management
  Build, lead, and mentor a high-performing team of client success specialists and managers.
  Foster a collaborative, accountable, and performance-driven culture.
  Recruit, train, and develop top talent to support company growth.
• Operations & Strategy
  Develop and implement systems, policies, and procedures to improve operational efficiency and scalability.
  Partner with executive leadership to define client success strategy and organizational goals.
  Analyze performance data to drive continuous improvement and growth initiatives.
  Manage budgets and resources responsibly, ensuring profitability and cost-effectiveness.
• Cross-Functional Collaboration
  Partner closely with Sales to support revenue growth, renewals, and upsell opportunities.
  Support sales leadership in achieving team targets by ensuring strong post-sale execution.
  Collaborate with Product, Operations, and Leadership teams to align client needs with company strategy.

Core Values Alignment
All duties must be performed in alignment with Stafi’s core values: be reliable, work hard, have fun, care, be passionate, have initiative, collaborate, and be loyal.

Requirements

• 8+ years of experience in Client Success, Operations, or Customer Experience leadership.
• Proven experience managing teams and scaling client success functions.
• Strong understanding of law firm operations, legal services, or professional services environments.
• Demonstrated ability to analyze data, identify trends, and turn insights into action.
• Executive-level communication skills with the ability to influence internal and external stakeholders.
• Experience building processes, systems, and teams from the ground up is a strong plus.