Vice President of Customer Success & Enablement

DISCO; Austin (TX); On-site; USD 180,000 - 280,000; Full time

Benefits offered by this job

Start-up culture

Open PTO

Growth opportunities

Medical, dental, and vision, 401(k)

Job summary

DISCO in Austin, TX seeks a VP of Customer Success & Enablement to set strategy, programs, and cadence for the CS organization, driving client value and adoption of AI-enabled capabilities. You will lead the CS leadership team and oversee the broader CSM group, including account planning and performance management.

You will partner with Sales, Product, Marketing, and Finance to ensure CS operates as a high-performing GTM function, while evolving enablement programs and reporting ROI to

Qualifications

• 5+ years of people management experience.
• 7+ years in Customer Success or related SaaS roles.
• Experience managing managers and directors.
• Familiarity with AI-driven capabilities in CS.
• Experience leading onboarding and customer enablement.
• Experience in the legal technology market is preferred.
• Experience in a B2B SaaS or legal tech environment.
• Knowledge of CS platforms and data-driven decision making.
• Ability to partner with Sales, Product, Marketing and Finance.

Responsibilities

• Set strategy and operating cadence for the CS organization.
• Lead the CS leadership team and oversee the CSM organization.
• Own enablement, training, playbooks, and adoption programs.
• Partner closely with Sales, Product, Marketing, and Finance.
• Drive client value realization and KPI-driven decisions.
• Lead the Client Advisory Board and related programs.
• Define CS technology and AI strategy and measure ROI.
• Evolve enablement programs as products release.
• Serve as cross-functional GTM liaison for major initiatives.

Skills

People management

CS leadership

Managing managers/directors

AI adoption

Onboarding/training

Legal tech domain experience

B2B SaaS experience

Planhat familiarity

Cross-functional collaboration

Tools

Planhat

Job description

• 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
• 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

Benefits

• Start-up culture
• Open PTO
• Growth opportunities
• Medical, dental, and vision, 401(k)

• 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
• 5+ years of people management experience
• 7+ years of total Customer Success or related experience (account management, customer-facing SaaS roles)
• 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)
• 2+ years of experience managing managers and directors
• 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
• 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
• Experience in the legal technology market
• Experience leading onboarding, training, or customer enablement functions