VP of Customer Success

The company [link for members] is the legal intelligence platform built for in-house legal teams and companies. Your decisions shape the product, your impact is immediate, and you own your work from day one.

More than 2,100 companies [link for members] run their legal work on the company, including 300+ public companies, 75+ unicorns, and teams at Nestlé, Hitachi Digital, Lockheed Martin, Miro, Bass Pro Shops, Riot Games, SKIMS, Liquid Death, Vercel, TIME, and Post Holdings. The platform holds an 80 NPS, more than double the B2B SaaS industry average, reinforcing the company as the leading legal AI platform for companies of all sizes.

The company has doubled ARR in six months. We won #1 Highest Customer Satisfaction [link for members] at the 2026 SaaS Awards. Our investors include Scale Venture Partners, Northzone, Sound Ventures, and Guillermo Rauch, CEO of Vercel.

You’ll define how things get built, not follow someone else’s playbook. Six principles guide how the team works:

• 📈 1% Better Every Day: small, compounding improvements across everything you ship.

• ❤️‍🔥 Customer Obsession: start with the customer and work backward.

• 🚀 Ship Today: bias toward action and iteration over perfection.

• 🧗 Find a Way: resourcefulness and ambition over constraint.

• 🤝 Care: be direct, like an honest friend, even when it’s uncomfortable.

• 🎯 Own It: full accountability, proactive communication, and attention to detail.

ABOUT THE ROLE

As our VP of Customer Success & Support, you will lead the company's post-sale organization end-to-end through a period of rapid, sustained scaling. You'll own, drive the function, and partner directly with our CEO, COO, Chief Revenue Officer, Executive Leadership Team, and senior leadership to build the infrastructure, coverage models, and operating rhythms the company needs to support 2,100+ accounts through its next phase of growth.

The company has scaled quickly, and we are building many of the Customer Success and Support systems, programs, and operating rhythms needed to support our growth. Our customers love our product, we have an NPS of 80+, and customer obsession is a focus and reason for our success the company’s retention and expansion metrics consistently rank in the top tier among B2B SaaS companies. You’ll be starting off from a strong customer position with leadership support to build a best-in-class global Customer Success and Support team.

You'll inherit strong Customer Success and Support teams and own both functions, setting the strategy, operating model, and priorities for retention, expansion, and support delivery as well as driving the feedback loop to product and R&D. You'll also have a leadership team that wants to invest, with a significant opportunity to determine what needs to exist, establish the roadmap, and build it.

You'll need to be equally comfortable serving as the executive escalation point for a strategic account, coaching a manager through a performance issue, designing a customer-tiering framework, and getting into the details of a support ticketing implementation. You'll build the team around you, but will also be in a hands-on leadership role.

WHAT YOU'LL DO

• Build, hire, and lead the combined Customer Success and Customer Support organization from the ground up, including team structure, roles, staffing model, and compensation plans for both functions.

• Own Customer Support end to end: response and resolution SLAs, ticketing and tooling, staffing and coverage model, and the quality standards that keep resolution fast and consistent as volume scales.

• Design and implement a customer-tiering framework that aligns coverage models, touch frequency, and resources with account value and growth potential.

• Define and operationalize the full customer journey, from onboarding through renewal and expansion, and the support experience that runs alongside it.

• Partner with Sales to drive net revenue retention and identify upsell and cross-sell opportunities across the install base.

• Serve as the executive escalation point for strategic accounts and critical support issues, and build direct relationships with senior customer stakeholders.

• Launch and run a customer advisory board to deepen relationships, gather structured feedback, and inform product direction.

• Partner with Product and Engineering to translate customer and support signals into roadmap priorities.

• Build the dashboards, health scores, and leading indicators, across both Success and Support, that let the organization intervene proactively before risk materializes.

• Model customer obsession and together with Marketing, scale our community and love across customers of every size

REQUIRED EXPERIENCE

• 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 with track record of partnering with Sales on creating an account management model.

• Experience designing and building a post-sale function and significantly scaling one: team structure, comp plans, tooling, playbooks, and tiering model. Strong executive communication skills and ideally experience at founder-led and hyper growth companies (e.g. a startup in the Series A through E stage or equivalent).

• Data-driven with good instincts .

• You work backward from what customers need, not from what's convenient. You build trust through direct, honest communication, even when the message is hard. You find creative solutions when the obvious path is blocked and refuse to accept "that's just how it works" as an answer.

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.

A NOTE ON PACE

We’re building something new in a once-in-a-generation shift in technology and the legal industry, so we move at a relentless pace. We expect urgency, ownership, and good judgment even when things aren’t perfectly clear. If you need structure and consensus to do your best work, this isn’t the right place for you. If you thrive in ambiguity and growth, work with intensity, and want real responsibility, keep reading. We’re excited to meet you.

HOW WE WORK TOGETHER

The company is a distributed company with team members across North America, and soon Europe. We believe that because our business is AI, human connection matters more, not less. We invest in bringing people together through our hub model: regular coworking sessions, customer dinners, team and company offsites. If you’re in a location without an office, expect up to 10% travel (and more for customer-facing roles).

Team members in the San Francisco Bay Area and Provo, UT (within 50 miles of the office) work together on Tuesdays, Wednesdays, and Thursdays. As we grow, we plan to establish permanent offices in more hub cities [link for members] and we will look to our team members to help build that in-person culture. We currently hire across the United States and Canada.

PERKS & BENEFITS

We proudly offer the following benefits for our full-time employees

🏥 Medical, Dental & Vision — Comprehensive coverage for you and your family

❤️ Life & Disability Insurance — Added protection when you need it most

💰 Retirement Plan — Plan and save for your future

👶 Parental Leave — Time to focus on what matters most

📚 Continuous Development — Up to $3,000/year for job-related learning & development

🍽️ In-Office Meals — DoorDash credits for breakfast, lunch & dinner

🌴 Paid Time Off — 15 PTO days + 5 sick days, with opportunities to accrue more

🎉 Company Holidays — 15 company holidays + 3 additional “Me Days”

💻 Home Office Setup — $500 for new hires to build out their workspace

📱 Cell Phone Reimbursement — $50/month toward your phone bill

🚚 Relocation Support — Assistance to help make your move easier

EQUAL OPPORTUNITY EMPLOYMENT

The company is an equal opportunity employer that supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity/expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical or mental disability, or any other protected class. The company is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. #LI-GCAI

FRAUD NOTICE TO the company APPLICANTS

To protect yourself against phishing and recruitment fraud, please note that the company only accepts job applications through our official careers page at [link for members] [link for members] and through sponsored jobs on LinkedIn. All legitimate communication from our team regarding job opportunities will come from the company team member with a [link for members] [link for members] or [link for members] [link for members] email address.

The company will never

• Refer you to external websites to apply

• Conduct interviews over email, chat platforms, or messaging apps

• Ask you to provide payment or purchase equipment

• Request personal or financial information such as your mailing address, social security number, credit card numbers, or banking information during the application process

Examples of fraudulent email addresses

• [link for members]

• [link for members]

• Any email address ending in [link for members] [link for members] [link for members] [link for members] or other free email services

If you are contacted by someone claiming to be from the company via an unofficial channel or from a suspicious email address, please do not share any information. Mark the communication as "phishing" or "spam" and do not respond.