GC AI is a legal technology company building AI-powered tools for in-house legal teams. Its B2B SaaS platform helps lawyers draft, review, and analyze contracts and other legal documents, combining plain-language prompting through Easy Prompt™, verifiable citations with Exact Quote, reusable workflows in its Skill Library, task-chaining agents, Microsoft Word integration, and access to more than 13 million U.S. court opinions. Founded in 2023 by former General Counsel Cecilia Ziniti, GC AI focuses on legal research and day-to-day counsel workflows, with security features including SOC 2 Type II, AES-256 encryption, TLS in transit, data isolation, and a policy against using customer data for commercial model training.
VP of Customer Success and Support – GC AI (Remote, United States)
Lead Customer Success and Support at GC AI, a legal intelligence platform. Build post-sale operations, improve retention and expansion, strengthen support systems, and scale the customer organization.
Canada
United States$245,000 – $345,000 / year
RemoteFull-timeLeadEnglish RequiredCustomer SuccessCustomer Success ManagerDescription
- Lead GC AI’s post-sale organization through rapid, sustained growth
- Own Customer Success and Customer Support strategy, operating model, priorities, retention, expansion, and service delivery
- Partner with the CEO, COO, Chief Revenue Officer, Executive Leadership Team, and other senior leaders
- Build, hire, and lead the combined Customer Success and Customer Support organization, including its structure, roles, staffing model, and compensation plans
- Oversee Customer Support end to end, including response and resolution SLAs, ticketing and tools, staffing and coverage, and quality standards
- Create and implement customer tiers based on account value and growth potential
- Define and operate the customer journey from onboarding through renewal and expansion, together with the support experience
- Work with Sales to improve net revenue retention and uncover upsell and cross-sell opportunities
- Act as the executive escalation point for strategic accounts and critical support matters
- Develop direct relationships with senior customer stakeholders
- Launch and manage a customer advisory board
- Collaborate with Product and Engineering to turn customer and support insights into roadmap priorities
- Create dashboards, health scores, and leading indicators that support proactive intervention
- Champion customer focus and partner with Marketing to expand customer community and advocacy
Requirements
- At least 12 years of experience in customer success, customer support, account management, or client services at a B2B SaaS, AI, or technology company
- At least 8 years leading and scaling Customer Success and Support teams as a VP, Senior Director, or functional Head
- Experience serving sophisticated buyers in legal, HR, compliance, GRC, or other regulated and complex functions
- Experience bringing Customer Success and Customer Support together within one organization
- Demonstrated success owning and improving net revenue retention and gross retention
- Experience working with Sales to establish an account management model
- Experience designing and scaling post-sale functions, including organizational structure, compensation, tools, playbooks, and customer tiers
- Strong executive communication ability
- Data-informed judgment and sound instincts
- Familiarity with AI products and helping customers navigate AI adoption is a plus
- Experience building and managing a customer advisory board or comparable executive engagement program is a plus
- Authorization to work in the United States or Canada
- Willingness to travel to working sessions and offsites in other hub cities for up to one week per quarter, approximately 10%
Benefits
- Medical, dental, and vision coverage for you and your family
- Life and disability insurance
- Retirement plan
- Parental leave
- Up to $3,000 per year for job-related learning and development
- DoorDash credits for breakfast, lunch, and dinner
- 15 PTO days and 5 sick days, with opportunities to accrue more
- 15 company holidays plus 3 additional Me Days
- $500 home office setup allowance for new hires
- $50 monthly cell phone reimbursement
- Relocation support
- Regular coworking sessions, customer dinners, team events, and company offsites
- Up to 10% travel for team members without an office, with more travel for customer-facing roles
- Equity and commission available for the role.
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