Requirements

• Experience in legal tech, professional services SaaS, or other high-trust, regulated verticals where content accuracy and compliance carry real stakes
• Hands‑on experience with PLG (Product‑Led Growth) support models, including in‑product nudges, proactive outreach triggers, and self‑service optimization
• Familiarity with AI voice agent deployment (e.g., conversational IVR, voice AI for support)
• Track record building feedback loops between support signal and product roadmap — not just reporting bugs, but influencing roadmap priorities
• Experience in hypergrowth environments where the business doubles while headcount grows far more slowly
• 8+ years leading 100+ person customer support or CX organizations in high‑growth B2B SaaS environments
• Demonstrated track record deploying AI support technologies at scale — you have actually done this, not just advised on it