VP of Customer Success

About this role

GC AI https://gc.ai/ is the legal intelligence platform built for in-house legal teams and companies. Your decisions shape the product, your impact is immediate, and you own your work from day one.

More than 2,100 companies https://gc.ai/customers run their legal work on GC AI, including 300+ public companies, 75+ unicorns, and teams at Nestlé, Hitachi Digital, Lockheed Martin, Miro, Bass Pro Shops, Riot Games, SKIMS, Liquid Death, Vercel, TIME, and Post Holdings. The platform holds an 80 NPS, more than double the B2B SaaS industry average, reinforcing GC AI as the leading legal AI platform for companies of all sizes.

GC AI has doubled ARR in six months. We won #1 Highest Customer Satisfaction https://gc.ai/blog/gc-ai-saas-award-winner-2026 at the 2026 SaaS Awards. Our investors include Scale Venture Partners, Northzone, Sound Ventures, and Guillermo Rauch, CEO of Vercel.

You’ll define how things get built, not follow someone else’s playbook. Six principles guide how the team works:

- 📈 1% Better Every Day: small, compounding improvements across everything you ship.

- ❤️‍🔥 Customer Obsession: start with the customer and work backward.

- 🚀 Ship Today: bias toward action and iteration over perfection.

- 🧗 Find a Way: resourcefulness and ambition over constraint.

- 🤝 Care: be direct, like an honest friend, even when it’s uncomfortable.

- 🎯 Own It: full accountability, proactive communication, and attention to detail.

ABOUT THE ROLE

As our VP of Customer Success & Support, you will lead GC AI's post-sale organization end-to-end through a period of rapid, sustained scaling. You'll own, drive the function, and partner directly with our CEO, COO, Chief Revenue Officer, Executive Leadership Team, and senior leadership to build the infrastructure, coverage models, and operating rhythms GC AI needs to support 2,100+ accounts through its next phase of growth.

GC AI has scaled quickly, and we are building many of the Customer Success and Support systems, programs, and operating rhythms needed to support our growth. Our customers love our product, we have an NPS of 80+, and customer obsession is a focus and reason for our success GC AI’s retention and expansion metrics consistently rank in the top tier among B2B SaaS companies. You’ll be starting off from a strong customer position with leadership support to build a best-in-class global Customer Success and Support team.

You'll inherit strong Customer Success and Support teams and own both functions, setting the strategy, operating model, and priorities for retention, expansion, and support delivery as well as driving the feedback loop to product and R&D. You'll also have a leadership team that wants to invest, with a significant opportunity to determine what needs to exist, establish the roadmap, and build it.

You'll need to be equally comfortable serving as the executive escalation point for a strategic account, coaching a manager through a performance issue, designing a customer-tiering framework, and getting into the details of a support ticketing implementation. You'll build the team around you, but will also be in a hands-on leadership role.

WHAT YOU'LL DO

- Build, hire, and lead the combined Customer Success and Customer Support organization from the ground up, including team structure, roles, staffing model, and compensation plans for both functions.

- Own Customer Support end to end: response and resolution SLAs, ticketing and tooling, staffing and coverage model, and the quality standards that keep resolution fast and consistent as volume scales.

- Design and implement a customer-tiering framework that aligns coverage models, touch frequency, and resources with account value and growth potential.

- Define and operationalize the full customer journey, from onboarding through renewal and expansion, and the support experience that runs alongside it.

- Partner with Sales to drive net revenue retention and identify upsell and cross-sell opportunities across the install base.

- Serve as the executive escalation point for strategic accounts and critical support issues, and build direct relationships with senior customer stakeholders.

- Launch and run a customer advisory board to deepen relationships, gather structured feedback, and inform product direction.

- Partner with Product and Engineering to translate customer and support signals into roadmap priorities.

- Build the dashboards, health scores, and leading indicators, across both Success and Support, that let the organization intervene proactively before risk materializes.

- Model customer obsession and together with Marketing, scale our community and love across customers of every size

REQUIRED EXPERIENCE

- 12+ years of experience in customer success, customer support, account management, or client services at a B2B SaaS, ai, or tech company.

- 8+ years leading and scaling CS and Support teams at the VP, Senior Director, or Head of function level.

- Experience supporting sophisticated and discerning buyers like legal, HR, compliance, GRC teams or other teams responsible for managing heavily regulated and complex work.

- Experience owning both Customer Success and Customer Support under one organization.

- Proven track record of owning and improving net revenue retention and gross retention metrics with track record of partnering with Sales on creating an account management model.

- Experience designing and building a post-sale function and significantly scaling one: team structure, comp plans, tooling, playbooks, and tiering model. Strong executive communication skills and ideally experience at founder-led and hyper growth companies (e.g. a startup in the Series A through E stage or equivalent).

- Data-driven with good instincts .

- You work backward from what customers need, not from what's convenient. You build trust through direct, honest communication, even when the message is hard. You find creative solutions when the…