• Job Description

  Req#: 1EA1768FF8
  We are seeking a strategic, hands-on Vice President of Client Success to own and elevate the end-to-end client experience for our law firm partners. This executive leader will be accountable for driving exceptional onboarding, long-term client retention, operational excellence, and measurable client outcomes at scale.
  
  The ideal candidate blends senior-level client leadership with operational rigor and data-driven decision-making and brings a strong understanding of how law firms operate, grow, and scale.
  Key Responsibilities
  Client Success & Experience
  
  • Own and continuously optimize the full client lifecycle, from onboarding through long-term partnership, renewal, and expansion.
  • Design and lead structured onboarding programs that drive rapid adoption, clear value realization, and high client satisfaction.
  • Build and maintain trusted, executive-level relationships with law firm leadership and key stakeholders.
  • Leverage client data and performance metrics to identify trends, risks, and opportunities to improve retention and outcomes.
  • Establish clear success metrics, feedback loops, and reporting frameworks to continuously improve the client experience.
  Leadership & Team Management
  
  • Build, lead, and mentor a high-performing Client Success organization, including managers and specialists.
  • Foster a culture of accountability, collaboration, and excellence aligned with company values.
  • Recruit, train, and develop top-tier talent to support growth and scalability.
  Operations & Strategy
  
  • Develop and implement scalable systems, processes, and policies that drive operational efficiency and consistency.
  • Partner with executive leadership to define and execute the company's client success strategy and long-term objectives.
  • Analyze performance data to inform strategic decisions, continuous improvement, and growth initiatives.
  • Manage budgets and resources responsibly, ensuring profitability and operational discipline.
  Cross-Functional Collaboration
  
  • Partner closely with Sales to support renewals, expansion opportunities, and revenue growth.
  • Ensure strong post-sale execution to support sales targets and client expectations.
  • Collaborate with Product, Operations, and Leadership teams to align client needs with company strategy and roadmap.
  Core Values Alignment
  
  • Lead and operate in full alignment with Stafi's core values: be reliable, work hard, have fun, care deeply, be passionate, take initiative, collaborate, and demonstrate loyalty.
  
  Requirements
  
  • Qualifications & Experience
  • 8+ years of progressive leadership experience in Client Success, Operations, or Customer Experience.
  • Proven track record of building, managing, and scaling high-performing client success teams.
  • Strong understanding of law firm operations, legal services, or comparable professional services environments.
  • Demonstrated ability to analyze performance data, identify trends and risks, and translate insights into strategic action.
  • Executive-level communication and relationship-building skills, with the ability to influence senior internal and external stakeholders.
  • Experience designing and implementing processes, systems, and teams from the ground up is highly preferred.

• About the company

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