Client Success Director, LegalUS Remote or Hybrid in Charlotte, NC; New York NY; or Palo Alto, CA
The Client Success Director, Legal is a senior individual contributor on Intapp's Client Success Legal Industry team, responsible for driving adoption and measurable value across a portfolio of enterprise accounts. This role is a generalist across Intapp's product suite with depth of expertise in Intapp Walls and the broader knowledge security and ethical-wall compliance domain.
Success in this role turns clients into long-term partners - firms that are fully realizing their Intapp investment, expanding what they do with the platform, and influencing peers in their markets. The Client Success Director operates as a trusted advisor to client stakeholders at all levels - from daily users to C-suite leaders - and serves as the voice of the customer internally to our product and account teams.
What you will do: - Serve as the primary point of accountability for client health across your portfolio, translating adoption data, business outcomes, and engagement signals into clear, actionable success plans.
- Identify at-risk accounts early and lead the response - whether that's a remediation plan, an expanded use case, or an executive escalation - to protect and grow the client relationship.
- Align with Account Managers to ensure success plans, commercial priorities, and relationship milestones are coordinated.
- Drive proactive, outcome-focused engagement with assigned accounts.
- Participate in and contribute to client business reviews, presenting health and adoption metrics alongside recommendations.
- Serve as a subject matter expert in Intapp Walls with the ability to apply generalist knowledge across the broader Compliance and Intapp product lines.
- Consult with clients post-deployment to ensure they capitalize on all available Walls features and that implemented solutions meet their organizational and ethical-wall compliance needs.
- Build a visible presence as a trusted advisor in the market through user group leadership, active participation in Intapp's client community, and thought leadership at industry conferences and events.
- Serve as the voice of the customer on new features and development priorities, particularly for the Walls and broader Compliance product lines.
- Reinforce and expand knowledge of Intapp's product portfolio, competitive landscape, and industry dynamics on an ongoing basis.
What you will need: - 12+ years of experience in client success, solution advisory, or consulting roles serving professional services firms, ideally in the legal industry.
- Demonstrated expertise with Intapp Walls or equivalent information barrier / ethical wall/knowledge security technologies in a professional services environment.
- Proven ability to manage the client success of a portfolio of enterprise accounts, including executive-level stakeholder relationships.
- 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 ability to synthesize input from multiple sources into clear client-facing recommendations.
- Resourceful problem-solver with results orientation and strong time management discipline.
- Bachelor's degree required.
- Ability to travel up to 10-20% of the year for client visits, user group sessions, and industry events.
Preferred- Experience across the broader Intapp product suite, particularly Intake, Conflicts, Terms and/or Time.
- Familiarity with Microsoft 365, Microsoft Teams, iManage, or NetDocuments as they relate to information barrier and document management workflows.
- Exposure to financial management systems such as Elite 3e or Aderant.
- Experience in a publicly traded, growth-stage software company.
