VP of Customer Success

The role

You will lead the combined Customer Success and Customer Support organization through rapid scaling. You will set strategy, build infrastructure, and manage retention, expansion, and support delivery.

What you will do

• Build, hire, and lead the combined Customer Success and Customer Support organization
• Own Customer Support end to end including SLAs, tooling, and staffing
• Design and implement a customer-tiering framework
• Define and operationalize the full customer journey from onboarding to renewal
• Partner with Sales to drive net revenue retention and identify upsell opportunities
• Serve as the executive escalation point for strategic accounts
• Launch and run a customer advisory board
• Partner with Product and Engineering to translate customer signals into roadmap priorities
• Build dashboards, health scores, and leading indicators
• Scale community and customer love together with Marketing

Required qualifications

• 12+ years of experience in customer success, customer support, account management, or client services at a B2B SaaS, ai, or tech company
• 8+ years leading and scaling CS and Support teams at the VP, Senior Director, or Head of function level
• Experience supporting sophisticated and discerning buyers like legal, HR, compliance, GRC teams or other teams responsible for managing heavily regulated and complex work
• Experience owning both Customer Success and Customer Support under one organization
• Proven track record of owning and improving net revenue retention and gross retention metrics
• Experience designing and building a post-sale function and significantly scaling one
• Strong executive communication skills
• Data-driven with good instincts

Nice to have

• Familiarity with AI products and guiding customers through AI adoption curves
• Track record of building and managing a customer advisory board or similar executive engagement program
• Experience at founder-led and hyper growth companies

Benefits

• Medical, Dental & Vision coverage for you and your family
• Life & Disability Insurance
• Retirement Plan
• Parental Leave
• Up to $3,000/year for job-related learning & development
• DoorDash credits for breakfast, lunch & dinner
• 15 PTO days + 5 sick days
• 15 company holidays + 3 additional Me Days
• $500 for new hires to build out home office workspace
• $50/month cell phone reimbursement
• Relocation Support

About the company

GC AI is a legal intelligence platform built for in-house legal teams and companies. The company is a distributed organization with team members across North America and Europe.