Vice President, Customer Success & Enablement

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 department’s 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 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.

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 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.

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 CS's 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 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.

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.

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.