Director of Customer Success, LegalZoom
$148.8-237.6k
Online legal advice platform
Open for applications
Online legal advice platform
1001+ employees
Open for applications
$148.8-237.6k
1001+ employees
Company mission
To make legal help should be a fundamental right, easy to understand, afford, and access.
Role
Who you are
- If you're a customer-obsessed individual with a proven track record of success, we want to hear from you!
- The ideal candidate is a passionate advocate for customers, a strategic thinker, and a proven leader with a track record of building high-performing teams in a high touch tech-enabled service environment
- Bachelor's degree in Business Administration, Communications, or a related field preferred
- 8+ years of experience in customer success or account management, with at least 5 years in a leadership role
- 5+ years experience in leading, customer success, account management or high touch tech enabled service teams in a call center environment
- Proven track record of building and leading high-performing customer service teams
- Deep understanding of customer service best practices and industry trends
- Excellent communication, interpersonal, and presentation skills
- Strong analytical and problem-solving skills, with the ability to use data to drive decision-making
- Experience with customer service technologies and tools (e.g., CRM systems, help desk software)
- Passion for delivering exceptional customer experiences
- Ability to thrive in a fast-paced, dynamic environment
What the job involves
- LegalZoom is seeking a highly motivated, dynamic, and experienced Director of Customer Success to lead our teams in delivering exceptional customer experiences
- We're not just looking for someone to manage a department; we're looking for a passionate leader who will champion our customers, drive continuous improvement, and build a world-class customer service organization
- As the Director of Customer Success, you will be responsible for developing and executing strategies that enhance the customer experience, drive customer loyalty, retention, and support the company's overall growth objectives
- Strategic Leadership: Develop and implement a comprehensive customer service strategy aligned with the company's overall business goals. This includes setting service level agreements (SLAs), defining key performance indicators (KPIs), and continuously improving processes
- Leadership & Team Development: Lead, mentor, and develop high-performing customer service and concierge service teams. Foster a positive and collaborative work environment that encourages growth, innovation, and exceptional customer service. Foster a culture of excellence, accountability, and continuous improvement
- This includes performance management, training, career development, in addition to identifying training needs and implementing development programs to enhance team skills and performance
- Customer Experience Enhancement: Champion a customer-centric culture throughout the organization. Identify opportunities to improve the customer journey and implement initiatives that enhance customer satisfaction, loyalty, retention, and LTV
- This may include proactive customer outreach, personalized service, and streamlined processes
- Serve as a primary point of contact for escalated customer issues and complaints. Work to resolve complex issues and ensure customer satisfaction
- Operational Excellence: Oversee the daily operations of the customer service department, ensuring efficient and effective delivery of support across all channels (e.g., phone, email, chat, social media)
- Monitor performance metrics, identify areas for improvement, and implement solutions to optimize efficiency and effectiveness
- Process Improvement: Continuously evaluate and improve customer service processes and procedures. Identify opportunities for automation and technology enhancements. Streamline workflows to maximize efficiency and effectiveness
- Cross-Functional Collaboration: Collaborate effectively with other departments (e.g., sales, operations, marketing, product development) to ensure a seamless and positive customer experience across all touchpoints. Act as a customer advocate within the organization
- Budget Management: Manage the customer service budget effectively, ensuring that resources are allocated appropriately and that expenses are controlled
- Data Analysis & Reporting: Analyze customer service data to identify trends, pain points, and opportunities for improvement
- Develop and present regular reports on key performance metrics to senior management. Use data to drive decision-making and continuous improvement
Our take
LegalZoom is an online legal technology service that can help people create their own legal documents. It believes legal advice and services should be clear, easy-to-understand, and affordable, and provides services to help people make a will, start a business, lodge a trademark application, and more.
LegalZoom has helped millions of people who otherwise could not hire a lawyer, with its extensive range of legal solutions. It competes with a handful of other companies, such as IncFile and Rocket Lawyer, that also provide online legal technology.
However, it has found space to grow its operations nonetheless, partially due to the rise in interest in digital solutions. An IPO in 2021 also enabled LegalZoom's growth, though in 2024 a class action is underway to investigate the company's significantly lowered share prices.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (2 rounds)
Jul 2011
$66m
SERIES B
Mar 2007
$45m
SERIES A
Total funding: $111m
Company benefits
- Private healthcare
- Pension
- Eye care
- Discount legal fees
- Season ticket loan
- Cycle to work
- Fundraising match
- Life assurance
- Chill-out area
- Massages
- Office yoga
- Social events
Company HQ
Downtown, Glendale, CA
Leadership
Robert Shapiro
(Co-founder)Co-founder of ShoeDazzle.com and Chairman of the Brent Shapiro Foundation for Alcohol and Drug Awareness.
Brian Lee
(Co-founder)Co-founder of ShoeDazzle.com and The Honest Company. Previously Attorney at Skadden Arps. J.D of Law at UCLA School of Law.
Salary benchmarks
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