gc-ai - VP of Customer Success
Requirements
• 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 obvious path is blocked and refuse to accept "that's just how it works" as an answer. • 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 https://gc-ai.notion.site/faq-careers-at-gc-ai, and we will look to our team members to help build that in-person culture. We currently hire across the United States and Canada.
Responsibilities
• 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
Benefits
• $245K – $345K • Offers Equity • Offers Commission • OTE • Final compensation will vary based on leveling, market conditions, geographic location, and candidate qualifications, including relevant knowledge, skills, and experience assessed during the interview process. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • GC AI Privacy Policy • or drag and drop here • Where are you based out of? • We regularly host off-sites and working sessions to build community and collaborate. Hub cities: • San Francisco Bay Area — HQ • Salt Lake City / Lehi / Provo — Sales Office • Boston / Cambridge • Washington DC / Northern Virginia • Los Angeles / Orange County • Denver / Boulder • We want your take, not a template. A couple of sentences is all we need. • Tell us about a time you owned both Customer Success and Customer Support functions under one organization. What was the scope of each, and what was your approach to operating them together? • Have you supported sophisticated, discerning customers in regulated or compliance-heavy industries (legal, HR, GRC, financial services)? Give a brief example. • Another Gender Identity • I prefer not to answer • Asian or Asian American • Black or African American • Hispanic or Latine • Indigenous or Native American • Native Hawaiian or Other Pacific Islander • Recruiting Privacy Policy
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