VP of Customer Success

🕒 Outubro 5

🌐 Estados Unidos, Canadá – Remoto

🇺🇸 Estados Unidos – Remoto (EUA) 🇨🇦 Canadá – Remoto

💵 $245.000 - $345.000 / ano

⏰ Tempo Integral

🔴 Especialista

🏆 Sucesso do Cliente

👻 Score fantasma 17%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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GC AI

SiteLinkedInTodas as Vagas

11 - 50 funcionários

Fundada em 2023

🤖 Inteligência Artificial

⚖️ Jurídico

☁️ SaaS

Artificial Intelligence • Legal • SaaS

GC AI é uma plataforma de assistente jurídico impulsionada por IA, desenvolvida para equipes jurídicas internas. Ela auxilia advogados a redigir, revisar e analisar contratos e documentos legais rapidamente com recursos como Easy Prompt™ para traduzir linguagem comum em prompts jurídicos, Exact Quote com citações verificáveis, uma Biblioteca de Habilidades e agentes para encadear tarefas, além de integrações, como o GC AI para Microsoft Word. O produto enfatiza segurança e privacidade (SOC 2 Tipo II, criptografia AES-256, TLS em trânsito, isolamento de dados) e explicitamente não utiliza dados de clientes para treinamento de modelos comerciais. Fundada pela ex-Advogada Geral Cecilia Ziniti, a GC AI tem como alvo fluxos de trabalho de assessoria jurídica interna e pesquisa jurídica (incluindo acesso a mais de 13 milhões de pareceres judiciais dos EUA) e está posicionada como uma ferramenta SaaS B2B confiável por mais de 1. 900 equipes jurídicas.

Descrição

• Lead GC AI’s post-sale organization end-to-end through rapid, sustained scaling • Own Customer Success and Customer Support strategy, operating model, priorities, retention, expansion, and support delivery • Partner with the CEO, COO, Chief Revenue Officer, Executive Leadership Team, and senior leadership • Build, hire, and lead the combined Customer Success and Customer Support organization, including team structure, roles, staffing model, and compensation plans • Own Customer Support end to end, including response and resolution SLAs, ticketing and tooling, staffing and coverage model, and quality standards • Design and implement a customer-tiering framework aligned with account value and growth potential • Define and operationalize the customer journey from onboarding through renewal and expansion, alongside the support experience • Partner with Sales to drive net revenue retention and identify upsell and cross-sell opportunities • Serve as executive escalation point for strategic accounts and critical support issues • Build direct relationships with senior customer stakeholders • Launch and run a customer advisory board • Partner with Product and Engineering to translate customer and support signals into roadmap priorities • Build dashboards, health scores, and leading indicators to enable proactive intervention • Model customer obsession and work with Marketing to scale customer community and advocacy

🎯 Requisitos

• 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 Customer Success and Support teams at VP, Senior Director, or Head of function level • Experience supporting sophisticated and discerning buyers such as legal, HR, compliance, GRC, or other teams responsible for 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 • Track record of partnering with Sales on creating an account management model • Experience designing and building a post-sale function and significantly scaling one, including team structure, compensation plans, tooling, playbooks, and tiering model • Strong executive communication skills • Data-driven with good instincts • Familiarity with AI products and guiding customers through AI adoption curves is nice to have • Track record of building and managing a customer advisory board or similar executive engagement program is nice to have • Authorized to work in the United States or Canada • Ability to travel to working sessions and offsites in other hub cities for up to one week per quarter (~10%)

🏖️ Benefícios

• 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, with opportunities to accrue more • 15 company holidays + 3 additional “Me Days” • $500 home office setup allowance for new hires • $50/month cell phone reimbursement • Relocation support • Regular coworking sessions, customer dinners, team and company offsites • Up to 10% travel for team members without an office; more for customer-facing roles • Equity • Commission

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