Gc AI VP of Customer Success at GC AI leading post-sale organization through rapid scaling. Own strategy, operating model, and priorities for retention, expansion, and support delivery.
Responsibilities
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.
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.
Qualification
How We Work Together
Preferred
Familiarity with AI products and guiding customers through AI adoption curves.
Track record of building and managing a customer advisory board or similar executive engagement program.
We’re building something new in a once-in-a-generation shift in technology and the legal industry, so we move at a relentless pace. We expect urgency, ownership, and good judgment even when things aren’t perfectly clear. If you need structure and consensus to do your best work, this isn’t the right place for you. If you thrive in ambiguity and growth, work with intensity, and want real responsibility, keep reading. We’re excited to meet you.
How We Work Together
GC AI is a distributed company with team members across North America, and soon Europe. We believe that because our business is AI, human connection matters more, not less. We invest in bringing people together through our hub model: regular coworking sessions, customer dinners, team and company offsites. If you’re in a location without an office, expect up to 10% travel (and more for customer-facing roles).
Team members in the San Francisco Bay Area and Provo, UT (within 50 miles of the office) work together on Tuesdays, Wednesdays, and Thursdays. As we grow, we plan to establish permanent offices in more hub cities, and we will look to our team members to help build that in-person culture. We currently hire across the United States and Canada.
