VP, Customer Success – Support

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

📋 Description

• Develop and oversee the global strategy for customer success and support, including team organization, coverage model, and processes for assisting customers across various time zones and regions.

• Recruit, build, and lead a high-performing global team of customer success managers, support specialists, and functional leaders.

• Drive key performance outcomes such as net revenue retention, gross retention, customer satisfaction, renewal rates, support responsiveness/resolution times, and product adoption.

• Create scalable onboarding and adoption playbooks tailored for customers ranging from small law firms to large enterprise legal departments.

• Collaborate closely with the Account Management team to uncover expansion opportunities within the existing customer base, implementing upsell and cross-sell strategies that enhance net revenue retention.

• Establish a world-class support operation, including tools, staffing models, SLAs, and escalation processes, that provides prompt, high-quality assistance to customers globally.

• Work closely with Sales, Product, and Engineering teams to integrate customer feedback, influence the product roadmap, and ensure a seamless customer experience from start to finish.

• Set up the metrics, systems, and reporting schedule (dashboards, QBRs, executive updates) necessary to manage Customer Success and Support as a data-driven, predictable function.

• Advocate for the voice of the customer at the leadership level and serve as an executive sponsor for Spellbook's most important accounts.

• Cultivate a customer-centric culture within the team and the wider organization.

⛳️ Requirements

• 10+ years of experience in customer success and/or customer support, including substantial leadership experience at the director level or above within a B2B SaaS company.

• Demonstrated experience in building and scaling a global, distributed Customer Success/Support organization across various regions and time zones.

• Proven track record of managing retention and expansion metrics (NRR, churn, CSAT/NPS) and driving significant improvements.

• Experience working with both enterprise and SMB/mid-market customer segments, ideally with a diverse portfolio similar to Spellbook's mix of law firms, in-house teams, and solo practitioners.

• Strong executive presence with the ability to function as a strategic partner to the leadership team and board.

• Comfortable working with high autonomy in a fast-paced startup environment, ready to be hands-on while also preparing for scale.

• Data-driven decision-making approach, with proficiency in Customer Success/support tools and analytics, such as HubSpot, Intercom/Zendesk, Vitally, or similar platforms.

🏝️ Benefits

• Access our company-funded group benefits for you and your family, alongside $1,000 dedicated to mental health support.

• Take time off during our holiday closure and benefit from our generous leave policies throughout the year.

• Enjoy monthly paid meals, an annual wellness allowance to promote your well-being, and parental leave top-ups as your family expands.

• Secure your share in our success; you’ll receive competitive stock option grants as a key early employee.