Job Description

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.