VP, Customer Success & Support
New
S
SpellbookLegal Tech
Remote - CanadaFull-TimeVp
Salary not disclosed
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Job Details
- Experience
- 10+ years
- Required Skills
- LeadershipData analyticsCustomer supportCustomer SuccessHubSpotZendesk
Requirements
- 10+ years of experience in customer success and/or customer support.
- Significant leadership experience at the director level or above in a B2B SaaS company.
- Proven experience building and scaling a global, distributed CS/Support organization across multiple regions.
- Track record of owning retention and expansion metrics (NRR, churn, CSAT/NPS) and driving measurable improvement.
- Experience partnering with enterprise as well as SMB/mid-market customer segments.
- Strong executive presence and the ability to operate as a strategic partner to the leadership team and board.
- Comfortable operating with high autonomy in a fast-moving startup environment.
- Data-driven approach to decision-making.
- Fluency in CS/support tooling and analytics such as HubSpot, Intercom, Zendesk, or Vitally.
Responsibilities
- Define and own the global strategy for customer success and customer support, including team structure, coverage model, and processes for supporting customers across time zones and regions.
- Build, hire, and lead a high-performing global team of customer success managers, support specialists, and functional leaders.
- Own key outcomes including net revenue retention, gross retention, customer satisfaction, renewal rate, support responsiveness/resolution times, and product adoption.
- Design scalable onboarding and adoption playbooks that work for customers ranging from small law firms to large enterprise legal departments.
- Partner closely with the Account Management team to identify expansion opportunities within the existing customer base, driving upsell and cross-sell strategies.
- Build a world-class support operation, including tooling, staffing model, SLAs, and escalation paths.
- Partner closely with Sales, Product, and Engineering to close the loop on customer feedback and influence the roadmap.
- Establish the metrics, systems, and reporting cadence needed to run CS and Support as a data-driven function.
- Represent the voice of the customer at the leadership level and act as an executive sponsor for strategic accounts.
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