Head of CSM

Flare • $130K — $180K *
New York, NY 10025In-Person
Legal & Accounting
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 10+ years in account management, partner success, or B2B relationship management.
  • 5+ years of experience leading and developing teams.
  • Experience in SaaS, marketplace, or professional services preferred.
  • Strong data-driven strategy development skills.
  • Ability to build functions in ambiguous environments.
  • Excellent cross-functional communication and influence.

Responsibilities

  • Lead and develop a team of Account Managers managing Co-Counsel relationships.
  • Create a high-performance culture focused on accountability and data-driven decisions.
  • Set clear goals and establish operational structures for the team.
  • Own strategy for Co-Counsel growth, performance, and retention.
  • Define success metrics for supply KPIs and establish a roadmap.
  • Identify opportunities and risks within the network to address strategically.
  • Represent supply in cross-functional discussions and advocate for the attorney network.

Benefits

  • Hybrid work schedule (remote Mondays, Thursdays, and Fridays; in-office Tuesdays and Wednesdays).
  • Opportunity to shape a critical company function and competitive advantage.
  • Collaboration with cross-functional teams, including Product and Operations.
  • Chance to work in a dynamic and evolving environment with a focus on innovation.
Full Job Description
Description

Note: Hybrid Schedule - Work remotely on Monday, Thursday, Friday, and in-office Tuesday and Wednesday.

Location: Scottsdale, AZ or New York (hybrid)

The Role

We're hiring a Head of Supply to lead the team responsible for the growth, performance, and long-term health of our Co-Counsel network - the attorneys who power legal outcomes for our clients. This is a senior leadership role with full ownership of our supply strategy: from how we develop individual attorneys to how we think about network scale, quality, and composition over time.

You'll lead a team of Account Managers and a process improvement expert who own day-to-day relationships with our attorney partners and the systems that drive them at scale. Your job is to make that team exceptional - building the systems, culture, and strategic direction that drive measurable results across the full Co-Counsel population.

This is a rare opportunity to shape a critical function at a company where supply is a true competitive advantage. If you're a builder who is equally comfortable in the weeds of a performance review and in the boardroom presenting a multi-year strategy, this role is for you.

What You'll Do

Team Leadership & Development

  • Lead, coach, and develop a team of Account Managers responsible for managing Co-Counsel relationships across the network.
  • Build a high-performance culture anchored in ownership, accountability, and data-driven decision-making.
  • Set clear goals, establish operating rhythms, and create the structures your team needs to consistently execute at a high level.
  • Hire and develop exceptional talent as the team scales.


Supply Strategy & Network Health

  • Own the long-term strategy for Co-Counsel growth, performance, and retention - including how we segment, prioritize, and invest in the attorney network.
  • Define what "great" looks like across supply KPIs (conversion rates, case volume, quality, retention, capacity) and build the roadmap to get there.
  • Identify structural opportunities and risks across the network - by geography, case type, or attorney cohort - and lead the team in addressing them.
  • Balance short-term performance management with long-term network building.


Cross-Functional Partnership

  • Serve as the senior leader representing supply in cross-functional conversations with Product, Operations, CX, Legal, and executive leadership.
  • Translate supply realities into business cases - advocating for the attorney network while aligning to company-wide goals.
  • Partner closely with Managing Attorneys and state-level leadership to ensure supply performance maps to client and case demand.
  • Bring the attorney perspective into decisions about product, pricing, and operational policy.


Performance & Analytics

  • Establish the measurement framework for supply - defining what metrics matter, how they're tracked, and how they inform strategy.
  • Stay close to the data: able to move fluidly between high-level trends and account-level detail.
  • Build and maintain visibility across the full Co-Counsel network so leadership always has a clear picture of health and risk.
  • Drive quarterly and annual planning for the supply function, including goal-setting, headcount, and investment priorities.


Requirements

Who You Are

  • Experienced Leader: 10+ years in account management, partner success, or B2B relationship management - with at least 5+ years leading and developing teams. Experience in SaaS, marketplace, or professional services strongly preferred.
  • Strategist & Operator: Comfortable setting a long-term vision and then rolling up your sleeves to execute. You know how to move between the 30,000-foot view and the details without losing either.
  • Data-Driven: You build strategies on data, not instincts alone. You're fluent in KPIs, dashboards, and translating numbers into decisions.
  • Builder: You thrive in ambiguity. You've built functions - not just managed them - and you get energy from creating structure in evolving environments.
  • Influential Communicator: You lead through influence as much as authority, and you're able to align cross-functional stakeholders around a shared direction.
  • Owner: You hold yourself and your team accountable. You push for results and celebrate wins, but you're honest when something isn't working and fast to course-correct.


Bonus Points

  • Familiarity with the following platforms: Claude, Salesforce, Tableau, Slack, Google Workspace, Vonage, Dialpad.
  • Knowledge of the legal industry or law firm operations.
  • Experience scaling a supply-side or partner network in a marketplace or two-sided business.
  • AI-forward mindset: Open to using tools like Claude, Google Gemini, or other AI to increase team efficiency, create resources, or innovate workflows.

About Flare

Cloudflare, Inc. is an American content delivery network and DDoS mitigation company, founded in 2009. It primarily acts as a reverse proxy between a website's visitor and the Cloudflare customer's hosting provider. Its headquarters are in San Francisco, California. According to The Hill, it is used by more than 20 percent of the entire Internet for its web security services.
Learn more about Flare
Industry
Information Technology
* Ladders Estimates

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