VP, Customer Success & Support — Scale Post-Sale Growth

General Counsel AI, Inc.; Northern (KY); Remote; USD 180,000 - 260,000; Full time

Benefits offered by this job

Medical Coverage

Dental Coverage

Vision Coverage

Retirement Plan

Parental Leave

Learning & Development

Office Meals

Paid Time Off

Company Holidays

Relocation Support

Phone Reimbursement

Job summary

GC AI is a distributed company with teams across North America, and soon Europe. We’re building a post-sale organization to scale to 2,100+ accounts.

You’ll lead Customer Success and Support end-to-end, set strategy, and partner with our CEO, COO, Chief Revenue Officer, and senior leadership to build the infrastructure, coverage models, and operating rhythms GC AI needs to support 2,100+ accounts through its next phase of growth.

Qualifications

• 12+ years of experience in customer success, customer support, account management, or client services at a B2B SaaS, ai, or tech company.
• 8+ years leading and scaling CS and Support teams at VP/Senior Director/Head level.
• Experience supporting sophisticated buyers like legal, HR, compliance, GRC teams or similar.
• Experience owning CS and Support under one organization.
• Proven track record of improving net revenue retention and partnering with Sales on account management.
• Experience designing and building a post-sale function and scaling one.
• Strong executive communication skills and comfort in founder-led, hyper-growth environments.
• Data-driven with a bias toward customer-first strategies.

Responsibilities

• Build and lead the combined Customer Success and Customer Support from the ground up, including org structure and compensation.
• Own end-to-end customer support: SLAs, ticketing, staffing, and quality standards at scale.
• Design and implement a customer-tiering framework aligned with account value.
• Define the full customer journey from onboarding to renewal and expansion.
• Partner with Sales to drive net revenue retention and upsell opportunities.
• Serve as executive escalation point for strategic accounts and critical issues.
• Launch and run a customer advisory board to inform product direction.
• Collaborate with Product/Engineering to translate signals into roadmap priorities.
• Create dashboards and leading indicators to enable proactive risk intervention.
• Scale community and customer love across all sizes.

Skills

Leadership

Data-driven

Executive communication

Customer obsession

Strategic thinking

Tools

CRM systems

Ticketing tooling

Analytics dashboards

Job description

GC AI is a distributed company with teams across North America, and soon Europe. We’re building a post-sale organization to scale to 2,100+ accounts.

You’ll lead Customer Success and Support end-to-end, set strategy, and partner with our CEO, COO, Chief Revenue Officer, and senior leadership to build the infrastructure, coverage models, and operating rhythms GC AI needs to support 2,100+ accounts through its next phase of growth.