{"id":498196,"url":"https://alion.io/job/netdocuments-vp-customer-success","title":"VP, Customer Success","company":{"id":13970,"name":"NetDocuments","domain":"netdocuments.com","url":"https://alion.io/company/netdocuments","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lehi, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":210000,"max":230000,"currency":"USD","period":"year","gross":null,"usd_annual":230000},"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"LinkedIn","optional":false}],"status":"live","first_seen_at":"2026-08-14T22:38:14Z","employer_posted_date":"2026-08-18","last_verified_at":"2026-10-18T12:23:35Z","board_verified":true,"closed_at":null,"days_open":64,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":64},"description":"NetDocuments is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity without phone, video, and in person meetings and communicationsfrom emails using the @netdocuments.com domain. If you have any concerns or questions about communications you have received, please send them to  so our team members can review.\nAbout NetDocuments\nAt NetDocuments, we're shaping the future of legal work. We believe legal professionals should spend less time searching for information and managing documents, and more time solving complex problems, serving clients, and delivering meaningful outcomes. That's why we're building technology that helps organizations work smarter, collaborate more effectively, and unlock the full value of their institutional knowledge.\nOur team is redefining what's possible for legal technology. NetDocuments is the trusted intelligent document management platform for legal professionals and the company behind the industry's first and only legal context graph-a breakthrough that gives legal professionals and AI a richer understanding of how matters, documents, people, and knowledge connect across an organization while respecting enterprise-grade security, governance, permissions, and ethical walls.\nInnovation is only part of our story. We believe our greatest strength is our people. We foster a collaborative, inclusive, and high-performing culture where curiosity is encouraged, diverse perspectives are valued, and employees are empowered to make a meaningful impact. Whether you're building products, serving customers, or supporting the business, your work helps shape the future of one of the world's most trusted legal technology platforms.\nThat commitment to our employees and customers has earned us recognition as one of the nation's top workplaces, including:\nFour consecutive appearances on the Inc. 5000 list of America's Fastest-Growing Private Companies\nFive-time Top Workplace USA winner\nFive-time Salt Lake Tribune Top Workplace\nMultiple Top Workplaces Culture Excellence awards recognizing innovation, employee appreciation, work-life flexibility, and compensation & benefits\nIf you're excited to solve meaningful challenges, work alongside talented colleagues, and help define the next generation of legal technology, we'd love to meet you.\nWhat You’ll Do\nNetDocuments is seeking a Vice President, Customer Success to lead the organization responsible for retaining, growing, and deepening relationships with the legal professionals who rely on our platform every day. This role will own the Customer Success, Renewals, and Partner Delivery Success (DSM) organizations, with accountability for maximizing customer retention, accelerating expansion within our installed base, and driving AI product adoption as a key lever for growth. You’ll set the strategy for how we engage customers across every segment, from our largest enterprise firms to long-tail accounts, while building the leadership, playbooks, metrics, and technology needed to scale that strategy. You’ll partner closely with Sales, Support, Delivery, Product, Marketing, and Partners to create a connected customer experience and serve as the executive voice of the customer across NetDocuments.\nYou will:\nCustomer Success Strategy & Growth\nOwn the post-sale strategy across Customer Success, Renewals, and Partner Delivery Success, with accountability for gross retention, net dollar retention, installed-base ARR growth, and customer satisfaction.\nDefine the customer engagement and segmentation strategy across enterprise, mid-market, and long-tail customers, aligning coverage and investment with customer value and risk.\nBuild digital and scaled customer success motions, including campaigns, knowledge resources, success centers, and in-product guidance.\nPartner with Sales to drive expansion, cross-sell, and upsell opportunities across the installed customer base.\nBuild a strong community of referenceable customer advocates that supports retention and new business growth.\nRenewals & Retention\nSet the renewals strategy and operating rhythm, including forecasting, pricing and uplift discipline, multi-year commitments, and escalation paths for at-risk renewals.\nPartner with Sales and Product to develop competitive retention strategies that protect the installed base from displacement and budget cannibalization.\nLead structured win-back strategies for lapsed and downgraded customers.\nServe as the senior executive escalation point and executive sponsor for strategic and at-risk customers.\nBuild durable executive relationships with customer leaders, including Managing Partners, General Counsel, Chief Knowledge and Innovation Officers, and CIOs.\nCustomer Journey & Operational Excellence\nEstablish the operating rhythms, playbooks, health scoring, and performance metrics that govern the customer journey from onboarding through adoption, renewal, and expansion.\nOwn the Customer Success forecast and executive reporting cadence across NDR, GRR, churn and downgrade drivers, adoption, time to value, CSAT, and NPS.\nUse customer, adoption, and revenue data to identify risk, prioritize opportunities, and improve customer outcomes.\nProvide leadership with clear visibility into customer health, performance, risk, and growth opportunities.\nAI Adoption & Customer Transformation\nLead the Customer Success organization in driving adoption of NetDocuments’ AI capabilities across the customer base.\nBuild customer success strategies and engagement models that help customers realize measurable value from AI products.\nTransform team practices and culture to make AI adoption a core component of the customer journey.\nHelp prepare customers and the organization for the evolution toward consumption-based pricing.\nOrganizational Leadership\nBuild, lead, and develop a multi-layered organization of Customer Success, Renewals, and DSM leaders and individual contributors.\nHire, coach, and develop leaders who can successfully build and grow their own high-performing teams.\nOwn headcount, budget, and capacity planning, ensuring investment aligns with company priorities and long-term strategy.\nBuild a customer-centric and accountable culture grounded in trust, performance, and data-driven decision-making.\nCross-Functional & Executive Leadership\nPartner closely with Sales, Support, Delivery, Product, Marketing, and Partners to deliver a connected customer experience.\nEstablish mechanisms for bringing structured customer insights and feedback into Product and company decision-making.\nRepresent the voice of the customer in executive and board-level discussions.\nInfluence company strategy by connecting customer needs, product adoption, retention, and revenue growth.\nWhat You’ll Need to Be Successful\nBachelor’s degree in a business discipline or equivalent practical experience.\n10+ years of experience in Customer Success, Account Management, or a related post-sale customer-facing function within a SaaS technology company.\n5+ years of experience leading leaders, with demonstrated success building and scaling an organization of 30+ people.\nProven ownership of retention and expansion targets, including GRR, NDR, and renewal rates, at a company with $100M+ ARR or comparable growth-stage scale.\nDemonstrated experience designing and operating segmented customer engagement models across different customer tiers, including digital and scaled customer success motions.\nExperience owning a renewals function, including forecasting, pricing discipline, and renewal strategy.\nStrong financial and analytical capabilities with experience translating customer and revenue data into business strategy and executive-level insights.\nDemonstrated ability to lead organizational change and execute customer-focused strategies across multiple functions.\nWhat Will Make You Stand Out\nExperience within the legal industry.\nExperience leading or supporting Customer Success organizations responsible for driving AI product adoption.\nExperience operating within a private equity-backed or high-growth company through a significant scaling phase.\nExperience partnering with Product organizations to build and operate formal voice-of-the-customer programs.\nWhat You’ll Love About NetDocuments\nThe People!\n90% healthcare premiums company covered\nHSA company contribution\n401K match at 4% with immediate vesting\nFlexible PTO (typically 3 to 4 weeks a year)\n10 paid holidays\nMonthly contributions for life activities & wellness\nAccess to LinkedIn Learning with monthly dedicated time to explore\nConnection, access, and mentorship from exceptional leaders\nGrowing company with opportunities for advancement\nAuthenticity and accountability from leadership\nCompensation Transparency\nThe compensation range for this position is $210,000 - $230,000.\nThe posted cash compensation includes on-target earnings. Some roles may qualify for overtime pay. Individual compensation packages are determined based on factors such as experience, skills, qualifications, and geographic location.\nEqual Opportunity \nNetDocuments is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are based on business needs, job requirements, individual qualifications, without regard to race, color, religion, sex, (including pregnancy), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity and/or expression, military and veteran status, or any other status protected by laws or regulations in the locations where we operate. NetDocuments believes diversity and inclusion among our employees is critical to our success, and we are committed to providing a work environment free of discrimination and harassment.","description_format":"text","description_chars":9789,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":5,"team_size_min":null,"manages_managers":true,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["401k plan","Equity","Growth opportunities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Document Management","Legal Software"],"lifecycle":[{"event":"open","at":"2026-09-07T08:14:53Z"}],"visa":[],"liveness":{"score":25,"band":"fade","label":"Fading","p_open":1,"p_active":0.682,"p_room":0.36,"age_days":63,"expected_fill_days":37,"reasons":["conf:2","velocity","win:tail","crowd:"],"computed_at":"2026-10-17T05:46:00Z"},"pay":{"stated_usd_annual":230000,"is_top_pay":true},"html_url":"https://alion.io/job/netdocuments-vp-customer-success","json_url":"https://alion.io/job/netdocuments-vp-customer-success.json","meta":{"generated_at":"2026-10-18T14:18:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":21007,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":13970},"rest":"https://alion.io/mcp/rest/get_company?id=13970"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnetdocuments-vp-customer-success"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnetdocuments-vp-customer-success"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnetdocuments-vp-customer-success"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/netdocuments-vp-customer-success\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnetdocuments-vp-customer-success"}]}