Vice President, Customer Success & Enablement

DISCO•Chicago, IL

About The Position

The Vice President of Customer Success & Enablement leads DISCO's 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 company's go-to-market organization.

Requirements

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 organization's 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.

Nice To Haves

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.

Responsibilities

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.
Owns the frameworks, playbooks, and execution standards to deliver these items.
Reports consistently to executive leadership and uses the department’s KPIs to guide priorities, resourcing decisions, and performance management.
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.
Sets and executes the department's 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.
Drives continuous evolution of the Enablement function, including new client-facing programs and training strategies that help customers understand how to use DISCO's products and realize full value from AI features.
Ensures enablement content and delivery keep pace with new product releases and evolving client needs.
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 CS's perspective shape outcomes rather than simply executing decisions made elsewhere.