Vice President, Customer Success – Enablement

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead DISCO's Customer Success organization by establishing its strategy, initiatives, standards, and operational rhythm.

• Manage the Customer Success leadership team and the wider CSM organization through them.

• Supervise account planning, performance management, and the professional growth of team members.

• Oversee the enablement function, which includes client training, playbooks, and adoption programs.

• Develop and expand programs that enhance client value realization, strategic product adoption, and consumption growth.

• Take ownership of frameworks, playbooks, execution standards, KPIs, priority setting, resource allocation, and performance management.

• Lead the Client Advisory Board in collaboration with Marketing and Product teams.

• Define and implement the Customer Success technology and AI strategy, complete with measurable ROI and adoption standards.

• Advance client-facing enablement programs and training strategies for DISCO products and AI features.

• Represent Customer Success in go-to-market strategies across Marketing, Sales, Product, and Professional Services.

• Engage in strategic partnership for cross-functional planning and decision-making to integrate client perspectives and the Customer Success viewpoint.

• Provide regular updates to executive leadership.

⛳️ Requirements

• Over 7 years of combined experience in Customer Success or related fields (account management, customer-facing SaaS roles).

• More than 5 years of experience in people management.

• At least 2 years of experience managing other managers and directors.

• Proficient understanding of consumption-based revenue models, including usage/consumption metrics and the role of Customer Success in driving growth.

• Previous experience in legal technology, eDiscovery, or another intricate B2B SaaS environment catering to sophisticated, expert-user clients is highly preferred.

• Working familiarity with contemporary Customer Success platforms such as Planhat or similar, including health scoring, playbook/CTA automation, and data utilization for account strategy and reporting.

• Proven ability to mentor managers of managers, foster performance-driven accountability cultures, and navigate challenging talent decisions.

• Knowledge of applying AI-driven capabilities within a Customer Success framework.

• Candidates must be legally authorized to work in the United States without sponsorship, both currently and in the future.

• Must not require visa sponsorship or transfer.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) plan.

• Competitive salary along with RSUs.

• Flexible PTO policy.

• Opportunities for growth throughout the company.

• An open, inclusive, and enjoyable work environment.

• Chance to be part of a company that is transforming the legal industry.