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About the Role
The Vice President of Customer Success & Enablement leads DISCO's Customer Success organization, setting the strategy, programs, and operating cadence for client value and consumption growth. This role manages the CS leadership team and oversees account planning, performance management, and professional development. They also own the enablement function, including client training, playbooks, and adoption programs, while partnering closely with Sales, Product, Marketing, and Finance.
Responsibilities
- Builds and scales department-wide programs to help clients realize full value through proactive engagement and adoption of strategic product capabilities.
- Owns frameworks, playbooks, and execution standards for value realization initiatives.
- Reports consistently to executive leadership and uses KPIs to guide priorities, resourcing, and performance management.
- Partners with Marketing and Product to lead the Client Advisory Board, developing content and strategy.
- Sets and executes the department's technology strategy, focusing on using technology and AI for efficiency without degrading client experience.
- Defines adoption standards and holds the department accountable for measurable ROI on technology investments.
- Drives continuous evolution of the Enablement function, including new client-facing programs and training strategies.
- 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 strategic partner in cross-functional planning, ensuring client context and CS perspective shape outcomes.
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
- Fluency in how usage/consumption-based revenue works, including metrics that isolate CS organization's contribution to growth.
- Prior experience in legal technology, eDiscovery, or a complex B2B SaaS environment serving sophisticated, expert-user clients is strongly preferred.
- Working knowledge of modern CS platforms (e.g., Planhat or equivalent), including health scoring, playbook/CTA automation, and using platform data.
- Demonstrated ability to coach managers of managers, build accountability-driven performance cultures, and make difficult talent decisions.
- Familiarity with applying AI-driven capabilities within a CS motion (internal efficiency and external product adoption).
Skills
- Customer Success
- Account Management
- SaaS
- People Management
- Management of Managers/Directors
- Consumption-based Revenue Models
- B2B SaaS
- Legal Technology
- eDiscovery
- CS Platforms
- AI
- Emerging Technology Adoption
Location
- U.S.
Work Type
- Full-time
Experience Level
- Vice President
- 7+ years
- 5+ years
- 2+ years
Salary/Compensations
- Competitive salary plus RSUs
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k)
- Flexible PTO
About the Company
- 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.
- The scalable, integrated solution enables legal departments to easily collect, process and review enterprise data relevant to legal matters.
- At DISCO, 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.
- Join us to fulfill our mission to use technology to strengthen the rule of law.
Equal Opportunity
- 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.