Customer Success Team Lead

Josef is an award-winning global scaleup with a big idea at its core: to totally transform the way legal services work. (We also have a lot of fun while we’re doing it!)

No matter whether it’s L’Oreal’s in-house legal team building bots to automate legal advice, law firms in Singapore building tools that auto-generate complex documents, or Legal Aid organizations in New York City giving GenAI-powered advice to tenants facing eviction, we believe that everyone should have access to legal help, and we do that by building best-in-class technology.

The best part? You’ll be the one helping to make this magic happen! This is a challenging, exciting and transformative role. As CS Team Lead, you will work closely with the founders and the wider leadership team to drive the creation, management and implementation of Josef’s customer success strategy. Although a cross-functional role, we need someone who is a superstar at:

• curating a best-in-class post-sales experience for Josef’s customers: from onboardings and support to renewals and expansions
• managing and coaching a team of customer success and support professionals
• proactively collaborating with the sales, marketing, and product teams to drive growth

We aim to hire people who can grow with us. This is already a leadership role, in that you’ll be managing a team of customer success and support professionals. But we also want you to be able to take more of a leadership role in the company going forward, helping us to forge a path towards our vision.

To be successful in this role, we want you to have excellent communication, organisation and presentation skills. You should love working with customers, and get a kick out of making them successful and happy. 

You’ll have:

• Extensive experience in customer success and/or account management
• Experience working at a tech startup
• A passion for nurturing customer relationships
• Excellent written and verbal communication skills
• Excellent organisational and project management skills
• Excellent attention to detail
• A familiarity with the law and the legal industry is desirable
• An open mind and desire to bring your authentic self to work every day

What you’ll do: 

• Support the COO in managing customer success at Josef
• Manage a team of customer success and support professionals
• Manage and grow your portfolio of accounts
• Develop and provide training and education to customers
• Be the custodian of Josef’s customer success strategy, process and procedure
• Ensure customer feedback reaches the right stakeholders at the right time

We love the culture we have created at Josef. Everyone from Sales to Product embodies the culture and it’s important that anyone who comes onboard brings their best self to work every day.

• Passion to make legal services more accessible and the world a better place
• Adventurers! Josefites are ambitious, brave and hungry
• Desire to work collaboratively in a fast-paced, rapidly changing start-up environment
• Proud Nerds – a hunger for knowledge and a keen appetite to learn
• People who don’t take themselves too seriously, but who care deeply about others
• Open minds, a sense of fun, and desire to bring your authentic self to work every day

To support you to do your best work our perks and benefits include a Josef day off once a month, an annual education budget, and so much more.