About us:

We are a rapidly growing legal software and payments business that offers a suite of product solutions to allow lawyers to automate their firms, get more done in less time, and focus on what they do best: practicing law. The business currently includes four leading practice management solutions. A leading technology private equity firm backs us. The recent investment has provided us with a new financial partner that has helped the company capitalize on its current momentum and continue to support product innovation and growth.

We operates as a single business and team with multiple software solutions. Our software offerings suite can serve different niches of the market, and the shared resources, talent, and expertise allows them to accelerate growth across the business. We will continue to grow each of these platforms organically, while also looking for new products and acquisitions that can bolster their position as a leading legal technology company. We have 150 employees working remotely across the US.

The Role:

The VP of Customer Support & Success will be responsible for delivering a world-class customer experience by managing a 40+ person team responsible support, adoption, retention, renewals and customer satisfaction across Paradigm’s suite of products. The right candidate will develop the strategy and vision for the customer support team, and then work tirelessly to execute on that vision – including developing the team, managing to key KPIs, and ultimately driving a significant improvement in the support experiences for customers. Additionally, the ideal candidate will partner closely with the rest of the Paradigm leadership team to own the end-to-end customer experience.

Responsibilities:

• Develop and oversee the vision, direction, quality, and output of our customer support teams for their three core products 

• Own the overall business strategy and framework for the customer support organization, working closely with the team to ensure they get our customers the best outcome in the fastest, most efficient way

• Manage and develop customer support individuals by providing direction, establishing clear objectives, managing performance, and coaching. Take corrective action when needed

• Drive the standardization of Customer Support operational processes and identify opportunities for efficiency

• Drive change management, including identifying and executing on opportunities for efficiency and instilling the discipline of process change within the organization

• Ensure our customers are set up to succeed and, when an issue does arrive, it is handled efficiently and effectively

• Manage and enhance KPIs and implement the reporting and analytics needed to define and measure customer relationships effectively

• Communicate, motivate, and inspire employees on the team to drive a positive team culture

• Build a strong communication channel with cross-functional departments to deliver customer/product feedback

  Qualifications & Experience:

• Customer Support Leadership: Proven track record in successfully evaluating, building, mentoring and managing a high performing, Customer Support team

• B2B SaaS Experience: Expertise delivering/supporting SaaS solutions to SMB clients

• Operations Experience: Proven experience implementing, measuring, and ensuring customer support processes, systems, and KPIs are in place and are monitored

• Customer-Centricity: Experience working across client-facing organizations to develop a client-centric mindset that never loses focus of customer satisfaction

• High Volume: Experience working in an environment with a high volume of customer inquiries and interactions with the ability to provide expedient resolutions

• Multi-Product Solution: Experience working in a company that either provides multiple products or has a suite of products

• Technical Aptitude: Ability to understand complex software as it relates to customer needs

• Growth Experience: Previous experience at SaaS business going through periods of high growth with an emphasis on efficiency; preferably private and investor-backed

• Remote Work Experience: Experience managing teams in a remote environment that still maintain a connected culture is preferred

• Systems Experience: Experience working with modern customer service software, specifically Intercom or Zendesk is preferred

• Scrappy and Hands On: Ability to directly contribute as needed to drive new business and overall customer success

• Communication Skills: Proven ability to effectively communicate and articulate a complex business to external stakeholders and clients.

• Coachable & Good Listening Skills: Ability to listen, learn quickly and be actively coached

• High Energy & Passion: Winning attitude and drive with the ability to motivate others