Vice President, Customer Success

Your Impact

As the Vice President, Customer Success you will be a driving force behind DISCO's mission to revolutionize the legal technology landscape. Your leadership will ensure our customers not only achieve but exceed their goals through the adoption and utilization of our products and services. By fostering long-term relationships and delivering exceptional customer experiences, you will directly influence key business outcomes, including retention, growth, and advocacy. Your strategic vision will shape the evolution of our customer success organization, empowering teams to deliver scalable, high-impact results while championing the voice of the customer across the company. Through your efforts, you will elevate customer success as a core pillar of our business strategy, creating lasting value for our clients, shareholders, and the broader legal community.

What You'll Do

• 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.

Who You Are

• Experienced Leader: 10+ years of experience in customer success, account management, or related roles, with at least 5 years in a leadership position.
• Industry Knowledge: Familiarity with the challenges and workflows of legal professionals and organizations and/or experience at a legal technology provider or law firm is required.
• 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.
• 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; MBA or an advanced degree is strongly preferred.

Perks of DISCO 

• 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