Vice President Of Customer Success

We are seeking an industry-leading professional services executive to lead Proof's Customer Success organization, reporting to our Chief Operating Officer. The VP of Customer Success will be responsible for customer support and customer enablement for both Proof's law firm clients and our national network of independent contractor Process Servers. You are a customer-obsessed visionary able to win the hearts and minds of your team that spans all aspects of the customer life cycle. In this role, you'll thrive leading an organization from the front lines, building relationships, delivering value, and weaving customer centricity into the fabric of your team culture. You are also a master storyteller with the analytical and execution chops to anticipate, drive, forecast, and deliver results to the business through your operational execution and organizational vision.

As a member of our operations leadership team, you will advocate for our customers by driving alignment across Sales, Customer Support, Customer Enablement, Server Operations, Product Management, Business Operations, and the Executive Leadership Team.

You will continue to grow and develop a world-class team that lives Proof's values. You will sponsor customers & process servers throughout their journey, establishing long-term executive relationships that ensure they realize the full value of Proof. You and your management team will identify and drive key initiatives and define processes, implement and manage tools and programs to build our high-growth business, both regionally and across verticals..

What you will be doing

• Establish and manage metrics to track customer success and report progress to the executive team
• From process design to systems management, you will own how your team runs and engages with customers and internal stakeholders.
• Develop and own the Process Server onboarding & support experience, ensuring that they have a positive onboarding experience and exceptional ongoing support.
• Personally engage with top prospective clients while providing direct deal support and formulating strategies to accelerate deal close. Then, subsequently, engage to drive growth for our strategic customers.
• Prioritize investment of resources as you build out your vision for Customer Success at Proof.
• Partnering with leadership and your team, you will co-create and execute a vision for delivering customer value, driving growth and retention in Proof's business through a best-in-class support & enablement organization that supports Law Firms and Process Servers.
• Contribute directly to Proof's user experience vision and operational strategy.
• Develop and own the customer implementation process.
• Drive growth across all regions and service offerings while more broadly marshal and guide resources to implement impactful, scalable solutions.
• Directly influence national growth by developing and executing strategies that create successful customers in partnership with Sales, Server Operations, Product Management, and Executive Leadership.
• As the senior leader in our Customer Success organization, you will build, lead, and develop a world-class organization that lives Proof's values while supporting new and current customers & users.
• Develop and implement a customer experience strategy that aligns with Proof's business objectives and ensures customer success throughout their engagement
• Drive strategies to strengthen customer relationships and drive deeper customer engagement across a growing number of Proof products & services.
• Manage and mentor a team of Directors, support specialists, and customer success managers

What you should have

• Outstanding communication and presentation skills with the ability to identify, design, and deliver cross-functional projects, support strategic improvements, and enable teams to exceed goals and spend more time with customers.
• Strong track record of delivery across a broad spectrum of customers, ranging from mid-market to Large Enterprise accounts, as well as high-touch relationships with national enterprise organizations.
• 5+ years of experience in the service-based software or legal technology space managing customer support, technical support, enablement, learning and development, and/or product release support.
• Experience developing and implementing customer success strategies and processes
• Experience creating customer enablement and support strategies in partnership with other Customer Success functions and cross-functional stakeholders.
• 3+ years of writing SQL and data analysis experience, driving independent decision-making.
• 3+ years of Management / Leadership experience in the legal technology space.
• Deep expertise in leading and growing a team while working cross-functionally within the legal technology environment.
• Demonstrated success leading customer-facing enterprise-focused B2B teams and achieving outstanding customer success metrics
• 5+ years of experience building standard operating procedures and defining organizational best practices.
• Passion for all things Customer-related – and bonus points for all things Proof – with an authentic, humble approach that is inspiring and persuasive.

Compensation & Benefits

• Salary: $125,000-$145,000
• Full time
• Medical, dental, vision, disability, and 401k are available.
• Equipment provided
• Flexible Time Off and Holidays