Head of Customer Success

The opportunity in one paragraph: We retain and expand in two of the most sophisticated buyer segments in the world: elite law firms and Fortune 500 corporate legal teams. Neither renews or expands like anything else. We are winning in both, backed by $42M+ from Felicis and Coatue. The post-sale engine is being rebuilt for the AI-native era, evolving what works, redesigning what doesn't, with live customers in the playbooks today. We are hiring the person who builds it. The bar: The post-sale playbooks that built the last generation of enterprise SaaS do not work for AI-native products. The motion has to be designed for use case landing, deep workflow integration, and value that compounds over months. We are hiring a first-principles operator who has personally owned GRR, NRR, and expansion ARR, built and evolved post-sale motions in fast-moving environments, and has the judgment to design the AI-native version while running it. They are customer-obsessed. They hire people better than themselves and set the standard the rest of the team rises to. They build relationships with the most sophisticated buyers in the world. They think in systems, not heroics. They bring high standards, with the confidence to be direct, the humility to be wrong, and the bias to move when the path is clear. When this team is right, customers stop being accounts and start being partners. They pull us into work we didn't know existed. They send other firms our way before we ask. They renew before the meeting. That's the team we're building. If that’s not you, this is not the role. Outcomes you will own and influence in the first 12 months: In the rollouts, in the customer offices, on the calls: In the largest and hardest implementations alongside the team, as the expert on product, adoption, and value realization. Training materials, change management playbooks, and executive value stories built by you, not delegated. First 90 days weighted toward doing the work, not designing the org. NRR and GRR: Tracked, forecast, and attacked weekly. Marquee customer relationships personally owned: The top accounts know you by name. You're in their offices, in their workflows, and shaping how they get value. You translate what you hear into product direction with the founders and implementation teams. Time to value: Tight partnership with the implementation team (part of CTO org). Customers landing real use cases, integrated data, and embedded workflows on schedule. AI-native post-sale motion designed and installed: Adoption, renewal, and expansion motions evolved for the AI-native lifecycle. What works today gets sharpened. What doesn't gets rebuilt. Static playbooks break here. CSM bench more than doubled: Today, 5 CSMs across NA and EMEA. By next year, 12+ Tier-1 operators plus the right CS Ops architecture. Half the team you'll lead has not been hired yet, which means you get to shape the room, the standards you want set on day one. Customer Advisory Board built and run: Marquee customers become product partners, references, and the engine of category shaping. This is leverage, not a task. Customer health scoring and early-warning systems embedded: Not tribal knowledge. The foundation of a repeatable post-sale system: Methodology, RACI, cadence, scorecards, AI-powered tooling. Built with RevOps and the Founding GTM Engineer. About DeepJudge: DeepJudge is the intelligence layer for legal work. Founded by former Google search engineers with PhDs in AI from ETH Zurich, we help legal teams unlock the institutional knowledge trapped inside their organizations, through world-class enterprise search and AI infrastructure. Our platform is trusted by many of the world’s leading law firms, including Holland & Knight, Gunderson Dettmer, Cozen O’Connor, ArentFox Schiff, CMS Switzerland, and Schoenherr, as well as leading Fortune 500 corporate legal teams. We are headquartered in Switzerland with a growing team across North America and Europe, backed by a $42.2M Series A led by Felicis with continued support from Coatue. Recent launches such as SuperSearch and partnerships with Thomson Reuters and Harvey reflect the increasing adoption of DeepJudge across legal workflows. Inside DeepJudge, we operate as one revenue team. The CRO owns GTM strategy and the full revenue org. The Head of Customer Success owns the commercial post-sale motion (adoption, retention, expansion, customer relationships), and co-builds the broader post-sale motion with the Lead Implementation (part of CTO org). The Head of Sales and Head of Customer Success shape the end-to-end revenue motion together. Implementation and Customer Success move as one team in front of the customer. Different lanes, tight coordination, one experience. When something breaks across any of these functions, we fix it together. No silos. No local optimization. No “that’s not my job.” Compensation: OTE $350,000 – $400,000 including meaningful equity. Must be legally authorized to work in the United States. This role is not for you if: You lead with “my playbook” instead of first principles. You'd rather hire a CSM to run the hardest accounts than run them yourself in year one. You have not personally owned commercial outcomes (GRR, NRR, expansion ARR). You delegate hiring and coaching rather than owning both personally. You think customer relationships are the CSM's job, not yours. You confuse activity with impact. You prefer debate over decisions. Your ego runs higher than your standards. At DeepJudge, we believe great teams are built on diverse perspectives and experiences. We are proud to be an equal opportunity employer and are committed to fostering an inclusive, high-performance culture where everyone can thrive. We welcome applicants of all backgrounds and do not discriminate based on race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, disability, veteran status, or any other characteristic protected by law. If this role excites you, but you feel you don’t meet every qualification, we encourage you to apply anyway and tell us why you’d be a great fit. #J-18808-Ljbffr DeepJudge