GC AI este o companie de tehnologie juridică ce dezvoltă instrumente bazate pe inteligență artificială pentru echipele juridice interne. Platforma sa B2B SaaS îi ajută pe avocați să redacteze, să verifice și să analizeze contracte și alte documente juridice, combinând formularea de instrucțiuni în limbaj simplu prin Easy Prompt™, citări verificabile cu Exact Quote, fluxuri de lucru reutilizabile în Skill Library, agenți care înlănțuie sarcini, integrare cu Microsoft Word și acces la peste 13 milioane de opinii ale instanțelor din SUA. Fondată în 2023 de Cecilia Ziniti, fostă consilieră juridică generală, GC AI se concentrează pe cercetarea juridică și pe fluxurile de lucru de zi cu zi ale consilierilor juridici, oferind funcții de securitate precum SOC 2 Type II, criptare AES-256, TLS în timpul transferului, izolarea datelor și o politică prin care datele clienților nu sunt utilizate pentru antrenarea comercială a modelelor.
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.
Descriere
- 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
Cerințe
- 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%
Beneficii
- 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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