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VP, Customer Success

NetDocumentsLehi, Utah, United StatesCustomer Success
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Salary
$210K - $230K USD
Job type
Full-time
Posted
14 Aug 2026
Status
Open · checked 7d ago

About this role

Role Overview

NetDocuments 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. Based in Lehi, Utah, this executive leadership role suits an experienced SaaS professional who can scale operations, drive AI adoption, and maximize customer retention.

Key Responsibilities

Own 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.
Define the customer engagement and segmentation strategy across enterprise, mid-market, and long-tail customers, aligning coverage and investment with customer value and risk.
Set the renewals strategy and operating rhythm, including forecasting, pricing and uplift discipline, multi-year commitments, and escalation paths for at-risk renewals.
Lead the Customer Success organization in driving adoption of NetDocuments’ AI capabilities across the customer base and helping clients realize measurable value from AI products.
Build, lead, and develop a multi-layered organization of Customer Success, Renewals, and DSM leaders and individual contributors while managing headcount, budget, and capacity planning.
Partner closely with Sales, Support, Delivery, Product, Marketing, and Partners to deliver a connected customer experience and serve as the executive voice of the customer.

Requirements

Bachelor’s degree in a business discipline or equivalent practical experience.
10+ years of experience in Customer Success, Account Management, or a related post-sale customer-facing function within a SaaS technology company.
5+ years of experience leading leaders, with demonstrated success building and scaling an organization of 30+ people.
Proven ownership of retention and expansion targets, including GRR, NDR, and renewal rates, at a company with $100M+ ARR or comparable growth-stage scale.
Demonstrated experience designing and operating segmented customer engagement models across different customer tiers, including digital and scaled customer success motions.
Experience owning a renewals function, including forecasting, pricing discipline, and renewal strategy.
Strong financial and analytical capabilities with experience translating customer and revenue data into business strategy and executive-level insights.
Demonstrated ability to lead organizational change and execute customer-focused strategies across multiple functions.

Nice to Have

Experience within the legal industry.
Experience leading or supporting Customer Success organizations responsible for driving AI product adoption.
Experience operating within a private equity-backed or high-growth company through a significant scaling phase.
Experience partnering with Product organizations to build and operate formal voice-of-the-customer programs.

Skills and Tools

Customer Success Strategy
SaaS Renewals Management
Retention and Expansion (GRR/NDR)
AI Product Adoption Strategies
Executive Leadership and Team Scaling
Financial and Data Analytics

Salary and Benefits

Cash compensation range of $210,000 to $230,000, which includes on-target earnings.
90% company-covered healthcare premiums with HSA company contributions.
401(k) match at 4% with immediate vesting.
Flexible PTO, typically 3 to 4 weeks a year, alongside 10 paid holidays.
Monthly contributions for life activities and wellness.
Access to LinkedIn Learning with dedicated monthly time to explore.

About the Company

NetDocuments shapes the future of legal work by building trusted intelligent document management platforms for legal professionals. Recognized as a top workplace across multiple lists including Inc. 5000 and Salt Lake Tribune Top Workplaces, the company fosters an inclusive, collaborative, and high-performing culture that values curiosity and diversity.

How to Apply

To apply for this position, please visit the official NetDocuments careers page to submit your application and review any recruitment communication guidelines.

Questions candidates ask

What is the salary range for the VP, Customer Success role?

The compensation range for this position is $210,000 to $230,000, which includes on-target earnings.

Where is this position located?

This role is located in Lehi, Utah.

What qualifications are required for this position?

Candidates need a bachelor's degree in a business discipline or equivalent practical experience, 10+ years of SaaS post-sale experience, 5+ years leading leaders for an organization of 30+ people, and proven ownership of GRR, NDR, and renewal targets at a $100M+ ARR scale company.

What are the primary functional areas managed by this role?

This role owns the Customer Success, Renewals, and Partner Delivery Success (DSM) organizations.

What benefits does NetDocuments offer employees?

Benefits include 90% company-covered healthcare premiums, HSA contributions, a 401(k) match at 4% with immediate vesting, flexible PTO, 10 paid holidays, wellness contributions, and LinkedIn Learning access.

Ready to apply?

The application is on the official NetDocuments careers page.

Apply on company site