Vice President, Customer Success & AI Adoption

NetDocuments; Lehi (UT); On-site; USD 210,000 - 230,000; Full time

Benefits offered by this job

Healthcare premiums

HSA contribution

401K match

Flexible PTO

Paid holidays

Job summary

NetDocuments is a leading legal technology platform renowned for intelligent document management and AI-driven insights. The VP, Customer Success will shape strategy, grow and protect the installed base, and drive adoption of AI capabilities across customers.

You will lead a multi-faceted customer success organization, aligning with Sales, Product, and Marketing to deliver a connected, data-driven customer experience and measurable value across enterprise and mid-market segments.

Qualifications

• Bachelor’s degree in a business discipline or equivalent practical experience.
• 10+ years in Customer Success, Account Management, or related SaaS role.
• 5+ years leading leaders and teams of 30+ people.
• Proven ownership of retention and expansion targets (GRR, NDR, renewals).
• Experience designing segmented customer engagement across tiers.
• Experience owning renewals including forecasting and pricing discipline.
• Strong financial & analytical abilities translating data into strategy.
• Ability to lead organizational change across multiple functions.

Responsibilities

• Lead the Customer Success, Renewals, and DSM orgs to maximize retention and expansion.
• Define engagement strategy across enterprise, mid-market, and long-tail segments.
• Build scalable customer success motions including campaigns and in-product guidance.
• Partner with Sales to drive expansion and upsell within installed base.
• Establish operating rhythms, health scoring, and performance metrics for the customer journey.

Skills

Customer success leadership

SaaS business knowledge

Data-driven decision making

Strategic planning

Education

Bachelor's degree in business or equivalent

Job description

NetDocuments is a leading legal technology platform renowned for intelligent document management and AI-driven insights. The VP, Customer Success will shape strategy, grow and protect the installed base, and drive adoption of AI capabilities across customers.

You will lead a multi-faceted customer success organization, aligning with Sales, Product, and Marketing to deliver a connected, data-driven customer experience and measurable value across enterprise and mid-market segments.