Director, Client Success – Legal Portfolio

Role Overview

• Build and oversee a portfolio strategy that optimizes account assignments, identifies client success opportunities, and ensures each client has a clear path to measurable outcomes.
• Drive regular business reviews with your team, using KPIs, coverage data, and risk signals to surface what's working and where to focus.
• Align with Sales segment leads on account-specific goals and ensure the team executes against shared objectives.
• Ensure your team engages the right stakeholders at the right level in every account.
• Build executive relationships directly in key accounts so Intapp has a trusted presence before it's needed.
• Lead escalation management for high-risk client situations, providing leadership support and taking accountability for driving issues to resolution with urgency.
• Own retention and support growth for your portfolio, driving renewal forecast accuracy, identifying at-risk renewals early, and developing success plays that extend client value in partnership with Sales.
• Lead proactive engagement models that increase product adoption and accelerate value realization across the full Intapp product suite and lifecycle.
• Coach the team to develop and share best practices, thought leadership content, and industry-specific guidance that supports the broader legal client community.
• Prioritize recruiting and building a team of strong performers, investing in hiring, onboarding, and developing talent as a core part of the role.
• Model and reinforce industry knowledge and product depth, creating a culture of continuous learning and client-facing credibility.

Requirements

• 15+ years of experience in client success, portfolio, or account management team leadership roles within or serving professional services firms, ideally in the legal industry.
• Proven ability to drive retention and support growth across a portfolio of enterprise accounts, including executive-level relationship management.
• Strong leadership and coaching skills; able to develop talent, set clear expectations, and hold a team accountable to results.
• Success leading and managing teams of at least 10.
• Strong consultative and communication skills: ability to listen carefully, influence at all levels, and navigate complex organizational dynamics.
• Experience with change management or developing adoption strategies for enterprise technology platforms.
• Strong analytical skills and the ability to synthesize input from multiple sources into clear recommendations for clients and internal stakeholders.
• Bachelor's degree.
• Ability to travel 20–30% of the year for client visits, team engagements, and industry events.

Benefits

• Professional development opportunities supported by a community of experienced professionals.
• Reimbursement for training and continuing education.
• Modern, open offices designed to inspire creativity and collaboration.
• Complimentary lunches and fully stocked kitchens.
• Comprehensive wellness and flexible time off programs.
• Family-formation benefits and support during family-building journey.
• Paid volunteer time off and donation matching program.