Voxidea

Own and optimize the client lifecycle, build high-performing teams, and develop scalable systems to enhance client satisfaction and retention. | 8+ years of leadership in client success or operations, experience in professional services or legal environments, and strong data-driven strategic skills. | 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

Lead and manage the client onboarding process ensuring client satisfaction, retention, and smooth handoff to customer success leadership while collaborating cross-functionally and handling escalations. | Requires 5+ years executive leadership, experience with US law firms and startups/BPOs in legal industry, business process systemization, strong communication and interpersonal skills. | Role Purpose The Director of Onboarding delivers a high-touch, strategic client experience during the first four weeks of the Stafi journey. This role ensures clients, their representatives, and all stakeholders understand, commit to, and successfully complete the onboarding process, laying the foundation for long-term satisfaction, retention, and growth. Key Responsibilities • Communicate and reinforce the importance of completing the onboarding process to clients and all relevant stakeholders • Educate clients on how onboarding supports their success and the success of their representatives • Ensure representative performance is monitored throughout onboarding, opening and documenting escalations in the Legal Delegation Hub (LDH) when issues arise • Collaborate with internal teams (Coaches, HR, Talent Development and CS) to determine and implement necessary actions such as additional training, Performance Improvement Plans (PIPs), or replacements • Drive client retention by enhancing onboarding processes, engagement strategies, and delegation skills • Act as the primary point of contact for onboarding clients, ensuring satisfaction with their assigned representatives and seamless handoff to VP of CS • Ensure clients are using the Legal Delegation Hub and see value on it • Help clients master the Legal Delegation Hub to optimize communication, tracking, and success metrics • Maintain consistent engagement and communication with clients to build strong relationships and reduce churn • Collaborate cross-functionally to improve processes, monitor key performance metrics, and identify opportunities for improvement • In the case of a replacement needed during the New Client Onboarding phase, the Director of CS will be handling all the steps necessary for a replacement, including conducting interviews and closing on them • Work with CS Operations to present the best candidates for replacements and ensure interviews are conducted on a timely matter. • Present a high sense of urgency in any tasks performed. • Ensure all escalations are properly opened in the LDH and that all escalations opened by others under your name are taken care of in a timely manner. • Act on critical/ Urgent/High priority Escalations on the same day they are opened. Core Values Alignment All duties must be performed in alignment with Stafi's core values: be reliable, work hard, have fun, care, be passionate, have initiative, collaborate, and be loyal. Requirements • Bachelor's degree in business management, Law, or a related field is a plus • Hands-on experience working with US based law firms • Minimum of five years of corporate or executive leadership experience • Practical, hands-on experience with the startup, BPO's, preferably in the legal industry • Proven experience in starting, managing, and growing a small business, ideally within a professional services industry • Demonstrated ability to mentor and guide individuals to achieve challenging objectives • Experience in systemizing business processes • Strong leadership and interpersonal skills, with the ability to build and maintain relationships with clients • Excellent communication skills, both verbal and written, with a commitment to timely and professional correspondence • Knowledge of industry trends and best practices to effectively support client needs