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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.
Сипаттама
- 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
Талаптар
- 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%
Артықшылықтар
- 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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