VP of Customer Success

New

GC AILegal AI

Location: Remote - United States; We currently hire across the United States and Canada.Full-TimeVp

Salary$245K - $345K; $245K – $345K • Offers Equity • Offers Commission • OTE

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Job Details

Experience: 12+ years of experience in customer success, customer support, account management, or client services; 8+ years leading and scaling CS and Support teams at the VP, Senior Director, or Head of function level.
Required Skills: Customer SuccessAccount ManagementCustomer support

Bring 12+ years of experience in customer success, customer support, account management, or client services at a B2B SaaS, AI, or tech company.
Have 8+ years leading and scaling Customer Success and Support teams at the VP, Senior Director, or Head of function level.
Have experience supporting sophisticated buyers in legal, HR, compliance, GRC, or other teams managing heavily regulated and complex work.
Have experience owning both Customer Success and Customer Support within one organization.
Show a track record of owning and improving net revenue retention and gross retention metrics.
Have experience partnering with Sales to create an account management model.
Have designed and built a post-sale function and significantly scaled one.
Bring experience with team structure, compensation plans, tooling, playbooks, and customer-tiering models.
Bring strong executive communication skills.
Be data-driven and exercise good judgment in ambiguous situations.
Familiarity with AI products and guiding customers through AI adoption is a plus.
Experience building and managing a customer advisory board or similar executive engagement program is a plus.

Build, hire, and lead the combined Customer Success and Customer Support organization, including team structure, roles, staffing model, and compensation plans.
Own Customer Support response and resolution SLAs, ticketing and tooling, staffing and coverage, and quality standards.
Design and implement a customer-tiering framework aligned with coverage models, touch frequency, account value, and growth potential.
Define and operationalize the customer journey from onboarding through renewal and expansion, alongside the support experience.
Partner with Sales to drive net revenue retention and identify upsell and cross-sell opportunities.
Serve as the executive escalation point for strategic accounts and critical support issues, and build relationships with senior customer stakeholders.
Launch and run a customer advisory board to gather structured feedback and inform product direction.
Partner with Product and Engineering to translate customer and support signals into roadmap priorities.
Build dashboards, health scores, and leading indicators across Success and Support to enable proactive intervention.
Work with Marketing to scale the customer community.

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