Vice President, Customer Success & Enablement

Summary

Join DISCO as the Vice President, Customer Success and be a key driver in revolutionizing legal technology. Lead and mentor high-performing teams, ensuring customer success and exceeding goals through product adoption. Develop and execute strategies to drive retention, expansion, and satisfaction. Collaborate cross-functionally to deliver seamless customer experiences and represent the customer voice in product innovation. Monitor and report key performance indicators (KPIs) to executive leadership. This role requires a strategic vision and a customer-centric mindset.

Requirements

• Experienced Leader: 10+ years of experience in customer success, account management, or related roles, with at least 5 years in a leadership position
• Data-Driven Decision Maker: Skilled in analyzing customer success metrics and leveraging insights to inform strategy and process improvements
• Customer-Centric Mindset: Deep commitment to delivering exceptional customer experiences, with a proven ability to drive retention, satisfaction, and growth
• Strong Communicator: Excellent written and verbal communication skills, with experience engaging C-level executives and stakeholders
• Educational Background: Bachelor’s degree required

Responsibilities

• Develop and Execute Strategy: Evolve and implement the customer success strategy aligned with company goals to drive retention, expansion, and satisfaction
• Lead High-Performing Teams: Build, mentor, and inspire a customer success organization, fostering collaboration and excellence across all levels
• Drive Customer Outcomes: Ensure customers achieve measurable success by proactively addressing their needs, mitigating risks, and identifying opportunities for growth
• Optimize Processes and Tools: Establish scalable frameworks, processes, and tools to streamline the customer journey and enhance team efficiency
• Collaborate Cross-Functionally: Partner with Sales, Product, Marketing, Accounting, Legal, Business Operations and Support to deliver a seamless and cohesive customer experience
• Represent the Customer Voice: Advocate for customers by providing actionable insights to influence product innovation and business strategy
• Monitor and Report Success Metrics: Develop and own key performance indicators (KPIs) and present performance updates to executive leadership

Preferred Qualifications

• Industry Knowledge: Familiarity with the challenges and workflows of legal professionals and organizations is highly desirable. Experience at a legal technology provider or law firm is strongly preferred
• Strategic Visionary: Adept at crafting and executing long-term strategies that align with business objectives while addressing customer needs
• Team Builder and Mentor: Proven ability to recruit, develop, and lead high-performing teams, fostering a culture of collaboration and accountability
• Collaborative Partner: Demonstrated success working cross-functionally with teams like Sales, Product, Marketing, and Support to deliver results
• Educational Background: MBA or an advanced degree is strongly preferred

Benefits

• Open, inclusive, and fun environment
• Benefits, including medical, dental and vision insurance, as well as 401(k)
• Competitive salary plus RSUs
• Flexible PTO
• Opportunity to be a part of a company that is revolutionizing the legal industry
• Growth opportunities throughout the company