Customer Success Director

4 hours ago


Stockholm, Stockholm, Sweden Aloi Full time

Aloi is dedicated to transforming the legal services landscape with innovative AI-powered technology. By enhancing efficiency and accuracy in legal processes, we enable law firms to deliver exceptional commercial legal services. Our platform focuses on automating document creation, review, and analysis, streamlining legal research, and providing advanced tools for negotiation strategies.

The Role:

We are seeking a Customer Success Director to build and lead Aloi's Customer Success & Onboarding organization. As a core member of our commercial team, you will develop our customer success strategy, foster strong client relationships, and ensure successful adoption of our AI-driven solutions in the legal tech space.

Key Responsibilities:

  • Client Advocate: Act as the primary contact for key customers, driving platform adoption and demonstrating value at every stage.
  • Onboarding Process: Design and implement a seamless customer onboarding process that sets clients up for success from day one.
  • Cross-Functional Teamwork: Work closely with Sales, Product, and Support teams to align with customer goals and ensure a cohesive experience.
  • Strategic Development: Proactively identify customer needs, uncover growth opportunities, and align them with Aloi's offerings.
  • Account Management: Manage a portfolio of strategic accounts, ensuring high satisfaction, retention, and growth.
  • Data-Driven Insights: Monitor customer usage trends, gather feedback, and provide actionable insights to optimize customer success.

Requirements:

  • Background: 5+ years in customer success within a SaaS environment, preferably with legal tech or B2B tech.
  • Leadership Qualities: Proven ability to build and lead a high-performing team.
  • Track Record: Demonstrated track record in improving NPS, reducing churn, and driving customer satisfaction.
  • Relationship Building: Experience engaging with senior executives and decision-makers in strategic accounts.
  • Stakeholder Management: Strong ability to manage multiple stakeholders and build consensus across teams.
  • Languages: Fluent in Swedish and English.


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