VP OF Customer Experience

Vice President of Global Customer Support

About the Company

Top cloud-based legal software provider

Industry
Computer Software

Type
Privately Held, VC-backed

Founded
2008

Employees
1001-5000

Funding
$200+ million

Categories

• Information Technology & Services
• Legal Services
• Technology
• Consulting & Professional Services
• Legal Assistance
• Client Management
• Billing Management
• Document Automation
• CRM Solutions
• Cloud Solutions
• Software
• Legal Professionals
• Professional Services
• Agency

Specialties

• web-based software
• legal
• practice management
• law firm management software
• legal software
• cloud-based software
• time tracking
• invoicing
• case management
• software as a service
• and mobile app

About the Role

The Company is seeking a Vice President of Global Customer Support to spearhead a transformative, multi-year strategy that redefines how the organization serves its customers worldwide. This executive role is pivotal in the shift towards an AI-first support model, where the focus is on high-value, complex interactions that require human expertise, and AI agents handle routine inquiries at scale. The successful candidate will be responsible for setting the vision and strategy, owning the P&L for global support, and aligning with the C-suite on company-wide priorities. They will lead a large, global team, build a culture of continuous improvement, and establish support as a key driver of growth and a competitive differentiator. The role demands a seasoned leader with a proven track record in high-growth B2B SaaS environments, direct experience with AI support technologies, and a deep understanding of support operations and SaaS metrics. Applicants for the Vice President of Global Customer Support position at the company should have a minimum of 12 years' experience in customer support, service, or CX leadership, with at least 5 years in a high-growth B2B SaaS environment. The role requires a candidate with a strong background in AI support technologies, including hands-on experience with modern AI support platforms. A deep understanding of AI agent architecture and a proven ability to lead global support organizations with full P&L ownership are essential. The ideal candidate will have a track record of driving growth, retention, and commercial contribution through support, as well as experience in hypergrowth environments and a passion for transforming legal work through AI. The role also demands exceptional executive presence, the ability to influence at all levels, and a commitment to diversity, equity, and inclusion.

Hiring Manager Title
SVP, Customer Success

Functions

• Operations