Head of Client Success

Job Description

About the Company

KLDiscovery provides technology-enabled services and software to help law firms, corporations, government agencies and consumers solve complex data challenges. The company, with offices in 26 locations across 17 countries, is a global leader in delivering best-in-class eDiscovery, information governance and data recovery solutions to support the litigation, regulatory compliance, internal investigation and data recovery and management needs of our clients. Serving clients for over 30 years, KLDiscovery offers data collection and forensic investigation, early case assessment, electronic discovery and data processing, application software and data hosting for web-based document reviews, and managed document review services. In addition, through its global Ontrack Data Recovery business, KLDiscovery delivers world-class data recovery, email extraction and restoration, data destruction and tape management. KLDiscovery has been recognized as one of the fastest growing companies in North America by both Inc. Magazine (Inc. 5000) and Deloitte (Deloitte’s Technology Fast 500). Additionally, KLDiscovery is an Orange-level Relativity Best in Service Partner, a Relativity Premium Hosting Partner and maintains ISO/IEC 27001 Certified data centers.

About the Role

The Head of Client Success is a senior leader responsible for the strategy, performance, and operating model of KLDiscovery’s global Customer Success and client service function. Leading a worldwide organization of 150+ professionals through an existing leadership team, this leader owns how we retain, grow, and deliver for clients across every region and service line. This is a function builder role. You will set the vision and standards for customer success across the portfolio, scale the organization to meet global demand, and institutionalize the processes, playbooks, and best practices that allow a large distributed team to deliver consistently. The role reports to our Chief Revenue Officer and partners at the executive level with Sales, Product, Operations, and Finance to make KLDiscovery a customer centric organization end to end.

Responsibilities

Scope and scale

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• Leads a global organization of 150+ client service and project (client-coordination) professionals across multiple geographies.
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• Directly manages a leadership team, each owning a region, segment, or service line.
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• Owns the customer success and client service operating model, budget, and performance for the full client portfolio.
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• Accountable for retention, net revenue expansion, client satisfaction, and delivery quality at a company-wide level.
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What you’ll be doing

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• Set the strategy and vision. Define the multi-year strategy for the global customer success and client service function, aligned to company growth objectives, and translate it into clear goals for each VP and region.
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• Lead the leaders. Build, coach, and hold accountable a team of VPs; develop the next layer of leadership and succession across a 150+ person organization; raise the bar on talent, performance management, and engagement.
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• Scale the organization. Design and evolve the org structure, capacity model, and staffing plans to support global growth, new geographies, and new service lines without sacrificing quality.
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• Drive operational excellence. Implement consistent processes, standards, metrics, and best practices across regions so a distributed team delivers predictably; identify and remove systemic bottlenecks and utilization blockers.
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• Institutionalize playbooks. Establish repeatable playbooks, onboarding standards, and service models that codify how the organization captures customer ROI and resolves common issues at scale.
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• Own portfolio ROI and growth. Set the framework by which the organization drives and verifies customer ROI, partnering with the Account Executive teams on Success Plans; reduce renewal risk and churn while expanding the install base through systematic upsell and cross-sell motions.
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• Champion the voice of the customer. Own the company-wide feedback loop that brings the customer’s voice back to Product, Sales, and Operations, fostering a culture of customer success across the business.
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• Govern complex global delivery. Set the governance, standards, and escalation models for complex, cross-border engagements, including new-product rollouts across geographies and non-standard use cases, ensuring senior leaders and subject matter experts engage strategic accounts effectively.
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• Report to the executive team. Provide leadership and the board with a clear view of organizational health, client risk, growth opportunities, and the operational metrics that matter.
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Qualifications

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• Bachelor’s degree or equivalent practical experience; advanced degree a plus.
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Required Skills

What you should already have

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• 15+ years in customer success, client services, or professional services, including 8+ years leading at scale, managing managers and director- or VP-level leaders.
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• Proven experience running a large, global, distributed organization (100+ people) across multiple geographies and time zones.
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• Track record of building and scaling a function: org design, capacity planning, process standardization, and operational metrics that improved retention, expansion, and delivery quality.
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• Strong domain background in eDiscovery, litigation support, legal technology, or a comparable complex B2B services environment serving law firms, corporations, or government agencies.
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• Executive presence and a track record of partnering with C-level peers across Sales, Product, Operations, and Finance, and of representing the function to leadership and the board.
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• Demonstrated ability to develop senior leaders and build high-performing leadership teams.
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Preferred Skills

What sets you apart

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• Experience at an eDiscovery, legal services, or enterprise SaaS provider operating at global scale.
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• Familiarity with the EDRM workflow and relevant platforms (e.g., Relativity).
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• Experience leading through organizational change, transformation, or rapid scaling.
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• Background operating across international jurisdictions and data-privacy regimes.
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Pay range and compensation package

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• Equity incentives and company bonus programs; that way, we all share in the success of KLDiscovery.
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• 401(k) with employer match to help our employees achieve financial success.
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Equal Opportunity Statement

KLDiscovery is an Equal Opportunity Employer.

Additional Information

What success looks like

Within the first year, success means a global organization operating on a consistent, scalable model with senior leaders accountable for clear outcomes, standardized processes and playbooks driving predictable delivery, and measurable gains in retention and expansion. Over time