Vice President, Customer Success & Enablement

Your Impact

The Vice President of Customer Success & Enablement leads DISCOs Customer Success organization setting the strategy programs standards and operating cadence for how the team drives client value and consumption growth. They manage the CS leadership team and through them the broader CSM organization to oversee account planning performance management and professional development across the team. They also own the enablement function which includes client training playbooks and adoption programs. They must partner closely with Sales Product Marketing and Finance to ensure Customer Success operates as a reliable high-performing part of the companys go-to-market organization.

• Drive Customer Value Realization: Builds and scales department-wide programs that help clients realize the full value of DISCO through proactive engagement driving the adoption of strategic product capabilities and other value-driving initiatives tailored to each account. Own the frameworks playbooks and execution standards to deliver these items. Report consistently to executive leadership and use the departments KPIs to guide priorities resourcing decisions and performance management.
• Lead the Client Advisory Board: Partners with Marketing and Product to lead the Client Advisory Board developing content and a strategy to simultaneously drive business objectives and deliver a genuinely high-value participant experience.
• Own CS Technology & AI Strategy:Sets and executes the departments technology strategy with a focus on using technology and AI to drive efficiency without degrading the quality of the client experience. Defines adoption standards across the team and holds the department accountable to measurable ROI on its technology investments.
• Evolve Client Enablement Programs:Drives continuous evolution of the Enablement function including new client-facing programs and training strategies that help customers understand how to use DISCOs products and realize full value from AI features. Ensures enablement content and delivery keep pace with new product releases and evolving client needs.
• Cross-Functional GTM Point of Contact: Represents Customer Success for client-impacting and go-to-market initiatives spanning Marketing Sales Product and Professional Services. Acts as a genuine strategic partner in cross-functional planning and decision-making ensuring client context and CSs perspective shape outcomes rather than simply executing decisions made elsewhere.

• 7 years of total Customer Success or related experience (account management customer-facing SaaS roles)
• 5 years of people management experience
• 2 years of experience managing managers and directors
• Consumption-based revenue models: Fluency in how usage/consumption-based (vs. subscription/renewal-based) revenue works including how to build and interpret metrics that isolate a CS organizations contribution to growth absent a traditional renewal base.
• B2B SaaS or legal technology domain experience: Prior experience in legal technology eDiscovery or another complex B2B SaaS environment serving sophisticated expert-user clients (e.g. attorneys technical buyers) is strongly preferred.
• CS platform and data fluency: Working knowledge of modern CS platforms (e.g. Planhat or equivalent) including health scoring playbook/CTA automation and using platform data to drive account strategy and reporting.
• People leadership and performance management: Demonstrated ability to coach managers of managers build accountability-driven (not purely advocacy-driven) performance cultures and make difficult talent decisions with courage and fairness.
• AI and emerging technology adoption: Familiarity with applying AI-driven capabilities within a CS motion (both internally for efficiency and externally for client-facing product adoption.

• Experience in the legal technology market
• Experience leading onboarding training or customer enablement functions

Authorization to Work in the U.S.:Candidates must be legally authorized to work in the United States without sponsorship now or in the future. DISCO is not currently sponsoring visas including but not limited to H-1B TN or EAD and we are not accepting visa transfers.

• 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

DISCO provides a cloud-native artificial intelligence-powered legal solution that simplifies ediscovery legal document review and case management for enterprises law firms legal services providers and governments. Our scalable integrated solution enables legal departments to easily collect process and review enterprise data that is relevant or potentially relevant to legal matters.

At DISCO we believe AI is a core enabler of how work gets done. All employees are expected to proactively adopt and responsibly use AI tools to drive efficiency improve outcomes and continuously evolve how they operate in their role.

Are you ready to help us fulfill our mission to use technology to strengthen the rule of law Join us!

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race religion color national origin gender sexual orientation age marital status veteran status or disability status.