You don’t have to go to the mailbox to get your mail. Earth Class Mail helps thousands of businesses and individuals access their postal mail online 24/7, on any device. Earth Class Mail has digitized millions of pieces of mail that would have otherwise cluttered offices, littered homes, and filled landfills. Instead, your important mail turns into secure, searchable PDFs. Customers deposit checks, pay bills, and share documents online—all without ever touching an envelope. With virtual addresses in over 80 cities across the United States, its customers include people around the globe and businesses of every size, from entrepreneurs to top companies such as Coinbase, Reddit, Grammarly, and Lyft. Earth Class Mail, established in 2004, is part of LegalZoom, the #1 provider of online legal and compliance solutions for small businesses and individuals. Learn more at earthclassmail.com

Description

About LegalZoom

LegalZoom has been providing accessible and affordable online legal services for over 20 years. Since 2001, we’ve helped millions of customers launch, run, and grow their businesses, secure their intellectual property, and protect their loved ones with estate planning documents.

As the industry leader in business formations, innovation remains at the center of all we do. LegalZoom employees are creative thinkers and problem-solvers who thrive on collaboration and embrace diversity, equity, and inclusion. Together, we’re working to make a positive impact on the world.

Where we work

In an effort to foster a better work-life balance, LegalZoom is committed to a remote-first work environment. Our Austin, Beaverton, Frisco, LA Metro, and SF Bay Area offices allow our Zoomers to collaborate with teammates and offer special onsite events, lunches, and more.

This position will be based in Austin, TX.

Overview

LegalZoom is seeking a highly motivated, dynamic, and experienced Director of Customer Success to lead our teams in delivering exceptional customer experiences. We're not just looking for someone to manage a department; we're looking for a passionate leader who will champion our customers, drive continuous improvement, and build a world-class customer service organization. If you're a customer-obsessed individual with a proven track record of success, we want to hear from you!

About the Role:

As the Director of Customer Success, you will be responsible for developing and executing strategies that enhance the customer experience, drive customer loyalty, retention, and support the company's overall growth objectives. The ideal candidate is a passionate advocate for customers, a strategic thinker, and a proven leader with a track record of building high-performing teams in a high touch tech-enabled service environment.

Responsibilities:

Strategic Leadership: Develop and implement a comprehensive customer service strategy aligned with the company's overall business goals. This includes setting service level agreements (SLAs), defining key performance indicators (KPIs), and continuously improving processes.
Leadership & Team Development: Lead, mentor, and develop high-performing customer service and concierge service teams. Foster a positive and collaborative work environment that encourages growth, innovation, and exceptional customer service. Foster a culture of excellence, accountability, and continuous improvement. This includes performance management, training, career development, in addition to identifying training needs and implementing development programs to enhance team skills and performance.
Customer Experience Enhancement: Champion a customer-centric culture throughout the organization. Identify opportunities to improve the customer journey and implement initiatives that enhance customer satisfaction, loyalty, retention, and LTV. This may include proactive customer outreach, personalized service, and streamlined processes. Serve as a primary point of contact for escalated customer issues and complaints. Work to resolve complex issues and ensure customer satisfaction.
Operational Excellence: Oversee the daily operations of the customer service department, ensuring efficient and effective delivery of support across all channels (e.g., phone, email, chat, social media). Monitor performance metrics, identify areas for improvement, and implement solutions to optimize efficiency and effectiveness.
Process Improvement: Continuously evaluate and improve customer service processes and procedures. Identify opportunities for automation and technology enhancements. Streamline workflows to maximize efficiency and effectiveness.
Cross-Functional Collaboration: Collaborate effectively with other departments (e.g., sales, operations, marketing, product development) to ensure a seamless and positive customer experience across all touchpoints. Act as a customer advocate within the organization.
Budget Management: Manage the customer service budget effectively, ensuring that resources are allocated appropriately and that expenses are controlled.
Data Analysis & Reporting: Analyze customer service data to identify trends, pain points, and opportunities for improvement. Develop and present regular reports on key performance metrics to senior management. Use data to drive decision-making and continuous improvement.

Qualifications:

Bachelor's degree in Business Administration, Communications, or a related field preferred.
8+ years of experience in customer success or account management, with at least 5 years in a leadership role.
5+ years experience in leading, customer success, account management or high touch tech enabled service teams in a call center environment.
Proven track record of building and leading high-performing customer service teams.
Deep understanding of customer service best practices and industry trends.
Excellent communication, interpersonal, and presentation skills.
Strong analytical and problem-solving skills, with the ability to use data to drive decision-making.
Experience with customer service technologies and tools (e.g., CRM systems, help desk software).
Passion for delivering exceptional customer experiences.
Ability to thrive in a fast-paced, dynamic environment.

LegalZoom is a remote-first company and the national range for this role is $148,7500 to $237,600. Actual compensation offered will depend on several factors including but not limited to: geographic location, work experience, education, skill level, and/or other business and organizational needs. In addition, an annual bonus, incentive bonus and/or restricted stock units may be provided as part of the compensation package. You will also receive a full range of medical, financial, and other benefits as seen below.

● Medical, Dental, Vision Insurance

● 401k, With Matching Contributions

● Paid Time Off

● Health Savings Account (HSA)

● Flexible Spending Account (FSA)

● Short-Term/Long-Term Disability Insurance

● Plus other wellness benefits to include:

○ Fertility

○ Mental Health

○ One Medical

○ Fringe lifestyle benefits up to $250

Join us in making a difference as we build our future and help ensure access to professional legal advice to all! LegalZoom is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. LegalZoom prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Additionally, LegalZoom is enrolled in the E-Verify program. For additional information on E-Verify, please visit Participation and Right to Work pages.

Director of Customer Success

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