Senior Corporate Counsel, Customer Success

About this role

The Senior Corporate Counsel, Customer Success leads the legal function supporting the global Customer Success organization, serving as primary counsel across the full customer lifecycle — from contract interpretation, renewals, and renegotiation through termination, disputes, collections, litigation, privacy, security incidents, and regulatory compliance.
The ideal candidate combines strong commercial contracting instincts with hands-on litigation or dispute-resolution experience, and is energized by fast-paced, cross-functional work supporting a global technology services business.
The role owns the team’s operating model: an intake and triage process, tiered escalation paths, and a suite of self-service resources (playbooks, knowledge-base FAQs, standard forms, and templated responses) that let commercial teams resolve routine matters independently while genuine legal risk is escalated. This leader drives a globally streamlined, integrated approach across regions and acquisition integrations, exercises delegated approval authority under the company’s authorization framework, and partners with sales, customer success managers, finance and accounts receivable, the privacy officer, outside counsel, and executive leadership. The consistent philosophy is to position Legal as a force multiplier rather than a bottleneck.
Work Location: United States of America
- Candidates who live in the San Antonio, TX area work a hybrid schedule with two days in the office.
- If not located near San Antonio, you may work 100% remotely.
Key Responsibilities
Team Leadership, Intake & Escalation

• Lead the global Customer Success legal team, overseeing equitable work allocation, matter routing, and triage through the intake system, and monitoring volume and matter type to proactively reduce legal workload.

• Own tiered escalation paths, determining what non-attorney specialists handle under attorney guidance, what requires a Customer Success attorney, and what must be notified to leadership or routed to litigation, sales-legal, or incident-response teams.

• Apply and enforce engagement guardrails, including revenue thresholds for legal resourcing and the rule that calls with customer counsel are handled only by an attorney.

• Provide legal guidance for Acceptable Use Policy (AUP) team escalations and legal matter intake.

Self-Service Legal Infrastructure & Enablement

• Issue and maintain the Customer Success legal playbook, knowledge-base FAQs, standard forms, and templated standard responses, keeping them coordinated with the playbook as the controlling source.

• Standardize recurring legal guidance into customer-facing FAQs and reusable responses so Customer Success teams can self-serve, and conduct periodic reviews of team-facing guidance for currency.

• Develop training and process guidance for Customer Success Managers and Sales, reinforcing scope boundaries and correct routing of legal requests.

Commercial Contracting, Renewals & Renegotiation

• Draft, review, redline, and negotiate Master Services Agreements (MSAs), Statements of Work (SOWs), amendments, order forms, and related customer agreements, applying the company’s Sales Contracts Playbook to reduce enterprise risk.

• Interpret standard and non-standard customer agreements and clauses, including precedence hierarchies, auto-updating online terms, legacy and acquired-entity terms, and coterminous agreements.

• Handle term renewal agreements and their standard and custom deviations, contract amendments, one-off products, and requests for renewal legal approval.

• Advise on strategic install-base price increases and price changes under negotiated or customer-form agreements.

• Manage a variety of requests, including but not limited to agreement copies, archived online terms, insurance certificates, purchase orders, supplier-onboarding and corporate documentation, and government-form completion.

• Partner with Customer Success Managers to ensure customer needs are met within contractual and legal boundaries, translating legal terms into actionable business guidance that supports customer satisfaction and retention.

Termination, Disputes, Collections & Litigation

• Advise on customer- and company-initiated non-renewal and termination (including for breach), notice mechanics, suspension, and calculation and enforceability of early termination fees.

• Structure and negotiate settlement and release agreements, including early termination, wind-down, and transition arrangements.

• Handle routine and high-risk customer disputes and claims, coordinating settlement, credits and refunds, back-billing, litigation holds, and reservation-of-rights positioning; route issued litigation, high-value claims, collections, and bankruptcy matters to the litigation function as appropriate.

• Manage and help drive resolution of collections matters, breach claims, and contract disputes from pre-litigation demand through resolution, including cross-border and multi-jurisdictional matters.

• Partner with and manage outside counsel on litigation and enforcement actions; develop cost-benefit and litigation-risk analyses (fee estimates, scenario planning, likelihood-of-recovery assessments) to guide business decision-making.

• Assess litigation exposure (including consumer-protection risk) and advise leadership on strategy for high-exposure matters.

Privacy & Data Protection

• Coordinate with the privacy officer on data-protection dimensions of incidents and inadvertent-disclosure events.
Security & Incident Response

• Support the privacy officer and, as applicable, lead for customer-facing security matters, including security questionnaires, audit and compliance documentation requests, and personnel background-check requests.

• Support incident response with breach-notification analysis, contractual liability allocation among the company, customers, and third-party providers, and insurance escalation; coordinate with the incident-response team.

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