--- title: 'VP, Customer Success at NetDocuments' canonical: 'https://feeny.ai/job/vp-customer-success-netdocuments-lehi-utah-6cd9m98qrb9x' type: 'job' last_seen: '2026-09-07' --- # VP, Customer Success at NetDocuments - **Company:** NetDocuments - **Location:** Lehi Utah, United States - **Posted:** 2026-08-14 - **Last confirmed live:** 2026-09-07 - **Apply:** https://job-boards.greenhouse.io/netdocuments/jobs/5392093008 ## Job 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 communications from emails using the @netdocuments.com domain. If you have any concerns or questions about communications you have received, please send them to hrgroup@netdocuments.com so our team members can review. ## About NetDocuments At 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. Our 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. Innovation 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. That commitment to our employees and customers has earned us recognition as one of the nation's top workplaces, including: - Four consecutive appearances on the Inc. 5000 list of America's Fastest-Growing Private Companies - Five-time Top Workplace USA winner - Five-time Salt Lake Tribune Top Workplace - Multiple Top Workplaces Culture Excellence awards recognizing innovation, employee appreciation, work-life flexibility, and compensation & benefits If 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. ## What You’ll Do 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. 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. You will: Customer Success Strategy & Growth - 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. - Build digital and scaled customer success motions, including campaigns, knowledge resources, success centers, and in-product guidance. - Partner with Sales to drive expansion, cross-sell, and upsell opportunities across the installed customer base. - Build a strong community of referenceable customer advocates that supports retention and new business growth. Renewals & Retention - Set the renewals strategy and operating rhythm, including forecasting, pricing and uplift discipline, multi-year commitments, and escalation paths for at-risk renewals. - Partner with Sales and Product to develop competitive retention strategies that protect the installed base from displacement and budget cannibalization. - Lead structured win-back strategies for lapsed and downgraded customers. - Serve as the senior executive escalation point and executive sponsor for strategic and at-risk customers. - Build durable executive relationships with customer leaders, including Managing Partners, General Counsel, Chief Knowledge and Innovation Officers, and CIOs. Customer Journey & Operational Excellence - Establish the operating rhythms, playbooks, health scoring, and performance metrics that govern the customer journey from onboarding through adoption, renewal, and expansion. - Own the Customer Success forecast and executive reporting cadence across NDR, GRR, churn and downgrade drivers, adoption, time to value, CSAT, and NPS. - Use customer, adoption, and revenue data to identify risk, prioritize opportunities, and improve customer outcomes. - Provide leadership with clear visibility into customer health, performance, risk, and growth opportunities. AI Adoption & Customer Transformation - Lead the Customer Success organization in driving adoption of NetDocuments’ AI capabilities across the customer base. - Build customer success strategies and engagement models that help customers realize measurable value from AI products. - Transform team practices and culture to make AI adoption a core component of the customer journey. - Help prepare customers and the organization for the evolution toward consumption-based pricing. Organizational Leadership - Build, lead, and develop a multi-layered organization of Customer Success, Renewals, and DSM leaders and individual contributors. - Hire, coach, and develop leaders who can successfully build and grow their own high-performing teams. - Own headcount, budget, and capacity planning, ensuring investment aligns with company priorities and long-term strategy. - Build a customer-centric and accountable culture grounded in trust, performance, and data-driven decision-making. Cross-Functional & Executive Leadership - Partner closely with Sales, Support, Delivery, Product, Marketing, and Partners to deliver a connected customer experience. - Establish mechanisms for bringing structured customer insights and feedback into Product and company decision-making. - Represent the voice of the customer in executive and board-level discussions. - Influence company strategy by connecting customer needs, product adoption, retention, and revenue growth. ## What You’ll Need to Be Successful - 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. What Will Make You Stand Out - 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. ## What You’ll Love About NetDocuments - The People! - 90% healthcare premiums company covered - HSA company contribution - 401K match at 4% with immediate vesting - Flexible PTO (typically 3 to 4 weeks a year) - 10 paid holidays - Monthly contributions for life activities & wellness - Access to LinkedIn Learning with monthly dedicated time to explore - Connection, access, and mentorship from exceptional leaders - Growing company with opportunities for advancement - Authenticity and accountability from leadership ## Compensation Transparency The compensation range for this position is $210,000 – $230,000. The 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. ## Equal Opportunity NetDocuments 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. ## About NetDocuments ## Company Overview - **One-liner**: NetDocuments is the world’s #1 trusted cloud-based intelligent document management and productivity platform built specifically for legal professionals. - **Entity Type**: Private (Privately Held; backed by Warburg Pincus, Cove Hill Partners, and Frontier Growth with ~$30M total funding) - **Headquarters**: Lehi, Utah, United States - **Founded**: 1998 - **Founders**: Kenneth Duncan, Alvin Tedjamulia, Lee Duncan ## Core Business - **Primary industries**: Legal technology, document management, SaaS - **Target customers**: Law firms, corporate legal departments, government agencies (B2B, Enterprise, SMB) - **Mission / Purpose**: “We help legal professionals do their best work.” — a mission embedded in the company’s DNA for 25+ years, focused on delivering a comprehensive, intelligent document management platform that improves productivity, security, and collaboration. ## Products & Services - **NetDocuments Platform (Core DMS)**: Cloud-native document, email, and records management service accessible via web browser, with desktop and mobile apps. Includes metadata management, search, and workflow automation. (SaaS) - **Legal AI Assistant**: An AI-powered front door that allows users to ask questions of one or hundreds of files and get instant, reliable answers. Part of the ndMAX Studio hub for AI and automation. (SaaS / AI) - **ndMAX Studio**: A hub for AI and automation in legal work, offering ready-to-go AI apps for multiple legal use cases, educational videos, and demos. (SaaS) - **Microsoft 365 Integration**: Real-time desktop and web co-authoring across Microsoft Office applications, with expanded integration capabilities. (Integration) - **Compliance & Security Certifications**: FedRAMP-Authorized instance for government agencies; multiple ISO (27001, 27017, 27701, 27018) and SOC 2 (Type 2) certifications; compliance with GDPR, HIPAA, LGPD. (Service / Infrastructure) ## Market Standing - **Valuation / Market Cap**: Not disclosed (private company) - **Key Metric**: Annual Revenue ~$100M (latest estimate); Total Funding ~$30M - **Notable Investors / Partners**: Warburg Pincus (parent company, led secondary market round in 2021), Cove Hill Partners (led secondary market round in 2019), Frontier Growth (led $25M venture round in 2014). Key partners include Microsoft. - **Growth Signals**: - 7,000+ customers globally; 150+ customers using the intelligent DMS - Employee headcount grew 19.3% YoY to 448 employees (as of mid-2026) - 46 active job postings (up 206.7% YoY) - Expanded into 12 countries (UK, Australia, India, Canada, Brazil, etc.) - Acquired Afterpattern (2021) and Community (year not specified) to broaden capabilities ## Competitive Advantages - **First-mover in cloud DMS**: Cloud-native for 25+ years, giving deep legal domain expertise and a mature, reliable platform (99.9% uptime). - **Trust & Compliance**: FedRAMP-Authorized, ISO/SOC 2 certified, built-in compliance with GDPR, HIPAA, LGPD — a critical differentiator for law firms and government clients. - **AI Innovation**: Legal AI Assistant and ndMAX Studio provide responsible, lawyer-inspired AI tools that address real business needs. - **Ecosystem Lock-in**: Deep integrations with Microsoft 365 and a single system of record that serves as the backbone for legal workflows. - **Customer Obsession**: 4x per week release cadence, continuous innovation based on customer feedback, and a “passion for people” culture. ## Strategic Focus - **Intelligent Document Management**: Moving beyond basic DMS to an AI-driven platform that automates workflows and delivers instant answers. - **Next-Generation Experiences**: Redesigning the UI based on Microsoft’s Fluent Design for a seamless, consistent experience across devices and OS. - **Responsible AI**: Fast but responsible innovation, with a focus on reliability and trust (Legal AI Assistant, ndMAX Studio). - **Global Expansion**: Operating in 12 countries and continuing to scale internationally. - **Community & Giving Back**: Work Inspired Scholarship Program (nearly $100K awarded), partnership with Tech-Moms, Junior Achievement volunteer projects. ## Why Work Here - **Culture & Values**: Employees voted NetDocuments a Top Workplace. Core values: “win together,” “passionate hard work,” “exploring new things,” “every interaction matters,” and “take personal ownership.” Monthly all-hands meetings, CEO coin awards, peer recognition platform. - **Benefits**: - 90% covered health insurance (medical, dental, vision) - 401k with company match and no vesting period - Flexible PTO (average employee takes 3–4 weeks per year) - 6 weeks paid parental leave - Annual lifestyle spending allowance - Access to LinkedIn Learning - Company-paid life insurance and EAP - **Work Environment**: Hybrid/office (HQ in Lehi, UT). Remote-friendly? Not explicitly stated, but global team suggests flexibility. Bi-annual reviews and merit increases. - **Engineering Culture**: Emphasis on innovation, modern tech stack (Fluent UI, AI), and cross-team collaboration. Open roles include Staff Software Engineer, Data Architect, Principal AI Engineer, and AI Strategy Director. ## Sources 1. [NetDocuments Careers Page](https://www.netdocuments.com/company/careers/) 2. [NetDocuments Main Site](https://www.netdocuments.com/) 3. [NetDocuments Our People Page](https://www.netdocuments.com/company/our-people/) 4. [NetDocuments Our Strategy Page](https://www.netdocuments.com/company/our-strategy/) 5. 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