About SpotDraft.
SpotDraft is on a mission to help legal and business teams move faster, together. Our AI-powered contracting platform is redefining how companies manage contracts, and our story deserves to be told in creative, human, and memorable ways.
Top Outcomes:
- Own Net Revenue Retention and Gross Revenue Retention
- Build a predictable renewal and expansion motion across the customer lifecycle
- Establish scalable CS operating processes (health scores, playbooks, lifecycle stages)
- Implement forecasting discipline for CS-driven revenue
- Build and scale the Customer Success team, including managers and senior CSMs
- Improve adoption across mid-market accounts and proactively reduce churn
- Act as executive owner for strategic accounts and escalations
- Partner cross-functionally to create a strong customer feedback loop into product and sales
Day to Day:
- Manage the full post-sales lifecycle: onboarding adoption renewal expansion
- Forecast renewal and expansion revenue and participate in planning cycles
- Lead and coach Customer Success Managers and team leads
- Work closely with Sales on account planning and handoffs
- Collaborate with Product, Engineering, Design, Support, and Implementation teams
- Build and refine playbooks for scaled CS motions
- Handle high-impact customer conversations and escalations
- Step into execution when required, operate as a hands-on leader
- Define and monitor CS metrics, dashboards, and operating cadence
- Drive capacity planning and hiring decisions for CS organization
Requirements:
Must-Have
- CS leadership experience in a B2B SaaS company
- Direct ownership of NRR and GRR targets
- Experience managing and scaling CS teams (including managers and/or senior ICs)
- Experience in 010 and 1020 stage organizations (startup to scale)
- Owned forecasting, planning, and CS revenue metrics
- North America customer-facing experience
- Comfortable working EST overlap hours (5 PM 2/3 AM IST)
- Strong cross-functional collaboration skills (Product, Engineering, Support, Delivery, Sales)
- Hands-on leadership style (servant leadership mindset)
Good-to-Have
- Experience with technical SaaS products (LegalTech/FinTech preferred)
- Mid-market customer segment experience
- Experience managing strategic accounts and escalations directly
- Willingness to operate at both strategic and tactical levels during scale phases
Tools & Systems
- CRM: Salesforce / HubSpot
- Conversation intelligence tools (e.g., Gong)
- Strong operational and systems thinking
- Interest in AI-first scaling of CS operations
Why SpotDraft
- Brilliant teammatesWork with some of the sharpest minds in legal tech.
- Expand your networkInteract with top founders, investors, and industry leaders.
- Real impactTake ownership of projects and see your work in action.
- Big goals, bold movesWe trust you to deliver, innovate, and push boundaries.
Our Core Values
- Our business is to delight Customers
- Be Transparent. Be Direct
- Be Audacious
- Outcomes over everything else
- Elevate each other
- Be Passionate. Take Ownership.
- Be 1% better every day
All candidates personal data shared during the recruitment process will be handled with utmost confidentiality and used solely for hiring purposes, in line with applicable data protection regulations.
- SpotDraft is an equal-opportunity employer. Candidates will not be discriminated against based on race, ethnicity, color, religion, caste, sex, gender identity, sexual orientation, national origin, veteran, or disability status
