VP, Customer Success

NetDocuments•Lehi, UT

About The Position

NetDocuments is seeking a Vice President, Customer Success to lead the organization responsible for retaining, growing, and deepening relationships with the legal professionals who rely on our platform every day. This role will own the Customer Success, Renewals, and Partner Delivery Success (DSM) organizations, with accountability for maximizing customer retention, accelerating expansion within our installed base, and driving AI product adoption as a key lever for growth. You’ll set the strategy for how we engage customers across every segment, from our largest enterprise firms to long-tail accounts, while building the leadership, playbooks, metrics, and technology needed to scale that strategy. You’ll partner closely with Sales, Support, Delivery, Product, Marketing, and Partners to create a connected customer experience and serve as the executive voice of the customer across NetDocuments.

Requirements

Bachelor’s degree in a business discipline or equivalent practical experience.
10+ years of experience in Customer Success, Account Management, or a related post-sale customer-facing function within a SaaS technology company.
5+ years of experience leading leaders, with demonstrated success building and scaling an organization of 30+ people.
Proven ownership of retention and expansion targets, including GRR, NDR, and renewal rates, at a company with $100M+ ARR or comparable growth-stage scale.
Demonstrated experience designing and operating segmented customer engagement models across different customer tiers, including digital and scaled customer success motions.
Experience owning a renewals function, including forecasting, pricing discipline, and renewal strategy.
Strong financial and analytical capabilities with experience translating customer and revenue data into business strategy and executive-level insights.
Demonstrated ability to lead organizational change and execute customer-focused strategies across multiple functions.

Nice To Haves

Experience within the legal industry.
Experience leading or supporting Customer Success organizations responsible for driving AI product adoption.
Experience operating within a private equity-backed or high-growth company through a significant scaling phase.
Experience partnering with Product organizations to build and operate formal voice-of-the-customer programs.

Responsibilities

Own the post-sale strategy across Customer Success, Renewals, and Partner Delivery Success, with accountability for gross retention, net dollar retention, installed-base ARR growth, and customer satisfaction.
Define the customer engagement and segmentation strategy across enterprise, mid-market, and long-tail customers, aligning coverage and investment with customer value and risk.
Build digital and scaled customer success motions, including campaigns, knowledge resources, success centers, and in-product guidance.
Partner with Sales to drive expansion, cross-sell, and upsell opportunities across the installed customer base.
Build a strong community of referenceable customer advocates that supports retention and new business growth.
Set the renewals strategy and operating rhythm, including forecasting, pricing and uplift discipline, multi-year commitments, and escalation paths for at-risk renewals.
Partner with Sales and Product to develop competitive retention strategies that protect the installed base from displacement and budget cannibalization.
Lead structured win-back strategies for lapsed and downgraded customers.
Serve as the senior executive escalation point and executive sponsor for strategic and at-risk customers.
Build durable executive relationships with customer leaders, including Managing Partners, General Counsel, Chief Knowledge and Innovation Officers, and CIOs.
Establish the operating rhythms, playbooks, health scoring, and performance metrics that govern the customer journey from onboarding through adoption, renewal, and expansion.
Own the Customer Success forecast and executive reporting cadence across NDR, GRR, churn and downgrade drivers, adoption, time to value, CSAT, and NPS.
Use customer, adoption, and revenue data to identify risk, prioritize opportunities, and improve customer outcomes.
Provide leadership with clear visibility into customer health, performance, risk, and growth opportunities.
Lead the Customer Success organization in driving adoption of NetDocuments’ AI capabilities across the customer base.
Build customer success strategies and engagement models that help customers realize measurable value from AI products.
Transform team practices and culture to make AI adoption a core component of the customer journey.
Help prepare customers and the organization for the evolution toward consumption-based pricing.
Build, lead, and develop a multi-layered organization of Customer Success, Renewals, and DSM leaders and individual contributors.
Hire, coach, and develop leaders who can successfully build and grow their own high-performing teams.
Own headcount, budget, and capacity planning, ensuring investment aligns with company priorities and long-term strategy.
Build a customer-centric and accountable culture grounded in trust, performance, and data-driven decision-making.
Partner closely with Sales, Support, Delivery, Product, Marketing, and Partners to deliver a connected customer experience.
Establish mechanisms for bringing structured customer insights and feedback into Product and company decision-making.
Represent the voice of the customer in executive and board-level discussions.
Influence company strategy by connecting customer needs, product adoption, retention, and revenue growth.