Vice President, Customer Success & Enablement

DISCO; Chicago (IL); On-site; USD 180,000 - 300,000; Full time

Benefits offered by this job

Open, inclusive environment

Medical, dental & vision insurance

401(k)

Competitive salary + RSUs

Flexible PTO

Job summary

DISCO is seeking a Vice President of Customer Success & Enablement to lead the CS organization, setting strategy, standards, and operating cadence to maximize client value and adoption of our AI-powered legal platform.

You will manage the CS leadership team and collaborate with Sales, Product, Marketing, and Finance to ensure a high-performing GTM. You will oversee enablement programs, client training, playbooks, and adoption initiatives to drive ROI.

Qualifications

• 7+ years of Customer Success or related experience in SaaS.
• 5+ years of people management experience, incl. managers/directors.
• 2+ years managing managers and directors.
• Experience with consumption-based revenue models and CS metrics.
• B2B SaaS or legal tech domain experience is preferred.
• Fluency with CS platforms and data-driven accounts strategy.

Responsibilities

• Lead the CS org strategy, KPIs, and operating cadence.
• Own CS technology & AI strategy and ROI measurement.
• Evolve enablement programs, training, and playbooks.
• Partner with Sales, Product, Marketing, and Finance on GTM.
• Coach managers of managers and drive high-performance culture.

Skills

Leadership

SaaS experience

AI strategy

Data fluency

Change management

Cross-functional collaboration

Strategic planning

People development

Tools

Planhat

CRM platforms

Job description

Your Impact

The Vice President of Customer Success & Enablement leads DISCO’s Customer Success organization, setting the strategy, programs, standards, and operating cadence for how the team drives client value and consumption growth. They manage the CS leadership team and, through them, the broader CSM organization to oversee account planning, performance management, and professional development across the team. They also own the enablement function which includes client training, playbooks, and adoption programs. They must partner closely with Sales, Product, Marketing, and Finance to ensure Customer Success operates as a reliable, high-performing part of the company’s go-to-market organization.

What You’ll Do

• 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.

Who You Are

• 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.

Even Better If You Have

• 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.

Perks of DISCO

• Open, inclusive, and fun environment
• Benefits, including medical, dental and vision insurance, as well as 401(k)
• Competitive salary plus RSUs
• Flexible PTO
• Opportunity to be a part of a company that is revolutionizing the legal industry
• Growth opportunities throughout the company

About DISCO

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.