VP of Customer Success

🔥 16 hours ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $245k - $345k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 8%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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GC AI

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

🤖 Artificial Intelligence

⚖️ Legal

☁️ SaaS

Artificial Intelligence • Legal • SaaS

GC AI is an AI-driven legal assistant platform built for in-house legal teams. It helps lawyers draft, review, and analyze contracts and legal documents rapidly with features like Easy Prompt™ for turning plain language into legal prompts, Exact Quote with verifiable citations, a Skill Library and agents to chain tasks, and integrations such as GC AI for Microsoft Word. The product emphasizes security and privacy (SOC 2 Type II, AES-256 encryption, TLS in transit, data isolation) and explicitly does not use customer data for commercial model training. Founded by former General Counsel Cecilia Ziniti, GC AI targets in-house counsel workflows and legal research (including access to 13M+ U. S. court opinions) and is positioned as a B2B SaaS tool trusted by 1,900+ legal teams.

📋 Description

• 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

🎯 Requirements

• 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%)

🏖️ Benefits

• 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