Vice President of Customer Success & Support

The Company is seeking a VP of Customer Success and Support to join their team. This role is pivotal in ensuring that all customers, from solo practitioners to enterprise legal teams, derive exceptional value from the company's services. The successful candidate will be responsible for defining and owning the global strategy for customer success and support, including team structure, processes, and key outcomes such as customer satisfaction, retention, and product adoption. They will also be tasked with building and leading a high-performing global team, designing scalable onboarding and adoption playbooks, and partnering with various internal teams to influence the product roadmap and enhance the overall customer experience. Applicants for the VP of Customer Success and Support role at the company should have a minimum of 10 years' experience in customer success and/or support, with a strong background in B2B SaaS. The ideal candidate will have a proven track record of building and scaling global customer success and support organizations, as well as a deep understanding of customer success metrics and tools. Experience in legal tech or a related industry is a plus. The role requires a leader with strong executive presence, the ability to operate with high autonomy, and a data-driven approach to decision-making. The VP will also be expected to instill a customer-obsessed culture and represent the voice of the customer at the leadership level.