Director, Customer Success

Job Description

Position: Director, Customer Success – Corporate Segment

Reports To: Sr Vice President, Customer Enablement and Success

Location: Chicago, IL

Job Overview

The Director, Customer Success – Corporate Segment is responsible for leading and developing Reveal's Corporate Customer Success organization while driving customer adoption, renewal success, customer health, and Net Revenue Retention (NRR) across a portfolio of corporate customers.

As the leader of the Corporate Customer Success team, this role is accountable for managing, coaching, and developing Customer Success Managers while ensuring customers achieve measurable business outcomes through the adoption of Reveal's product suite for eDiscovery/investigation, legal hold, data preservation/collection solutions.

The Director serves as the primary leader for the Corporate Customer Success segment, partnering closely with Sales, Renewals, Product, Customer Enablement and Support Teams to maximize customer value, accelerate adoption, improve renewal outcomes, and cultivate long-term customer partnerships.

The ideal candidate combines strong people leadership skills with deep business acumen, executive presence, customer advocacy, and expertise within eDiscovery, legal technology, data forensics, compliance, or adjacent SaaS industries. Success in this role is measured through team performance, customer outcomes, adoption, renewal success, Net Revenue Retention, and execution of strategic initiatives that strengthen the customer experience.

In this role, you will work closely with a highly collaborative team and have access to many colleagues who can help ensure timely and effective responses to clients. We operate on a mostly in office schedule, with team members working onsite four days per week with work from home Fridays. This role requires a regular in-office presence to support collaboration, training, and client service. Our office is conveniently located in the heart of Chicago with easy access to major public transportation lines.

This role follows a hybrid model (4 days in office, 1 day work from home) for candidates residing in Illinois. Candidates based outside of Illinois may be considered for a remote work arrangement.

Responsibilities & Duties

• Directly manage and develop a team of Customer Success Managers supporting Reveal's

Corporate customer segment, providing coaching, performance management, career

development, and ongoing feedback.

• Establish clear goals, expectations, and accountability measures aligned with departmental and

company objectives while fostering a culture of collaboration, continuous improvement,

customer-centricity, and results.

• Manage portfolio assignments, resource allocation, and capacity planning to ensure effective

customer coverage and team performance.

• Lead the Corporate Customer Success team in driving customer adoption, engagement,

workflow expansion, and measurable business outcomes.

• Ensure consistent execution of onboarding, success planning, account planning, customer

engagement strategies, and best practices designed to maximize customer value and return on

investment.

• Lead portfolio reviews, risk reviews, and account planning sessions to ensure customer health

trends, adoption gaps, renewal risks, and expansion opportunities are proactively identified and

addressed.

• Hold Customer Success Managers accountable for proactively identifying customer risks,

developing mitigation and recovery plans, and executing retention and growth strategies for at

risk and strategic accounts.

• Own Net Revenue Retention (NRR) and Renewal Rate performance across the Corporate

segment, partnering closely with the Renewals organization to identify, mitigate, and execute

against renewal risks.

• Participate in Executive Business Reviews (EBRs), strategic account planning sessions, executive

customer meetings, and customer recovery efforts as needed.

• Champion customer advocacy initiatives, including references, advisory boards, case studies, and

customer feedback programs.

Characteristics

• Proven people leader with a track record of developing high-performing teams.
• Customer-focused with a passion for driving adoption, retention, and measurable business

outcomes.

• Strong communicator and collaborator capable of influencing across all levels of the

organization.

• Strategic and analytical thinker who leverages data to drive decisions and solve complex

challenges.

• Highly organized, adaptable, and effective in a fast-paced SaaS environment.
• Demonstrates accountability, ownership, and a continuous improvement mindset.

Education & Experience

• Bachelors’s in technology (computer science, IT, etc.) or legal field (Paralegal, JD).
• Reveal, Logikcull, Brainspace , ACEDS, or other eDiscovery certification(s).
• 10+ years of experience in Customer Success, Account Management, Consulting, Professional

Services, eDiscovery, Legal Technology, or SaaS.

• 3+ years of direct people leadership exp…