Customer Success Manager - eDOCS

NetDocuments•Lehi, UT

7h•$70,000 - $80,000•Hybrid

About The Position

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 [email protected] so our team members can review. NetDocuments is the world’s #1 trusted cloud-based content management and productivity platform that helps legal professionals do their best work. We strive to win together through passionate hard work, exploring new things and recognizing every interaction matters. NetDocuments provides rewarding career growth in an inclusive, diverse environment where employees are encouraged to openly contribute creative ideas and innovation, backed by supportive peers and leadership working together to achieve our goals as a unified team. At our core, we are dedicated to empowering our employees to drive successful business outcomes and better user experiences for our customers and partners. Our customer-centric approach and employee enablement has allowed us to enjoy many accolades, including being named among the 2022, 2023, & 2024 list of Inc. Magazine’s 5000 Fastest-Growing Private Companies in America. Other recent awards include: Two-time winner (2024, 2023) National Top Workplaces Two-time winner (2024, 2023) Top Workplace innovation Three-time winner (2023, 2022, 2021) Top Workplace in the US by the Salt Lake Tribune Three-time winner (2023, 2022, 2021) Best Companies to Work for by Utah Business magazine Three-time winner (2024, 2023, 2022) Top Workplace Work-Life Flexibility Three-time winner (2024, 2023, 2022) Top Workplace Compensation & Benefits 2024 Cultural Excellence 2024 Technology Industry 2023 Top Workplace Leadership 2023 Top Workplace Purpose & Values 2022 Top Workplace Employee Appreciation and Employee Well Being NetDocuments is a hybrid, remote-friendly workplace. Come join our team and work inspired each day! As a Customer Success Manager (CSM), you will own a strategic set of accounts and be the champion for your customers’ outcomes. This position requires eDOCS experience. If you do not have eDOCS experience, you will not be reviewed for this position. You’ll deepen relationships, mitigate risk before it becomes churn, and uncover opportunities that deliver measurable ROI for customers and NetDocuments.

Requirements

eDOCS experience is required
5+ years in customer success, account management, or project management with a track record improving retention and driving growth
Trusted advisor relationship skills—able to influence stakeholders from admins to executives
Executive‑ready communication (written, verbal, and presentation) with strong meeting facilitation
Data‑driven mindset; comfortable interpreting health metrics and translating insights into action
Cross‑functional collaborator who thrives partnering with Support, Sales, Services, and Product
Business acumen and problem‑solving orientation; you connect product capabilities to real business outcomes
Bachelor’s degree in a business/related discipline or equivalent experience

Nice To Haves

Background in legal tech
Experience with Gainsight and Power BI (or similar CS/analytics tools).

Responsibilities

Serve as a primary point of contact for high value clients, addressing their unique inquiries, concerns, and requests in a proactive, timely and effective manner
Collaborate with internal teams, including Support, Sales, and Product Development, to align solutions and enhance the overall customer experience
Analyze and record customer data to identify trends, risks, and opportunities, providing insights to inform strategic, data driven decision-making
Drive growth by mapping value to additional modules/solutions, identifying cross‑sell and upsell opportunities, and partnering with Renewals/Sales
Capture the Voice of the Customer and collaborate with Product on prioritized feedback and roadmap insights
Develop and improve playbooks along the customer journey to standardize excellence and scale outcomes
Efficiently manage and respond to a high volume of client emails and calls, ensuring clarity, professionalism, and concise communication in a professional environment