Delivery Success Manager - Legal Tech, East Coast

NetDocuments

10d•$95,000 - $105,000•Remote

About The Position

NetDocuments is seeking a Delivery Success Manager in the East Coast area to support partner-led implementations of our cloud-based document management platform. You’ll work closely with both partners and customers to ensure successful project delivery, while serving as a key liaison between external stakeholders and internal teams. This role is critical to driving implementation success, maintaining alignment, and enabling scalable outcomes.

Requirements

Bachelor’s degree or equivalent experience
NetDocuments or other legal business technology experience required
2+ years’ experience of implementing Document Management Solutions business technology – principally to law firms
2+ years’ experience in customer account management and/or vendor account management
Competency in understanding contractual and design documents relating to business technology systems, such as statements of work and configuration design documentation
Working knowledge of SaaS implementation concepts (cloud, security, integrations) sufficient to review partner plans and communicate impacts clearly

Responsibilities

Provide implementation oversight to ensure alignment with NetDocuments standards, timelines, and customer expectations. Review of migration and configuration plans in high-risk or complex environments
Drive resolution of partner and customer issues by identifying risks early, resolving blockers efficiently, and ensuring they are fully addressed
Monitor partner performance using tools like Salesforce and Gainsight to identify and document risks, surface underperformance (e.g., certification gaps, delayed SOWs), and escalate issues as needed
Support partner onboarding by shadowing their first implementation - reviewing deliverables, providing structured feedback, and validating readiness for independent delivery
Conduct partner delivery readiness assessments (training/certification completion, delivery prerequisites) and confirm delivery-ready status prior to independent delivery
Act as a liaison for partners—coordinating across internal teams to drive issue resolution, represent partner needs, and manage escalations through to closure
Build strong relationships with both partners and customers to foster collaboration and ensure project success
Present confidently to partners, customers, and internal stakeholders in meetings, project updates, and briefings
Contribute to the creation of enablement tools, training content, and templates that support scalable partner and customer success
Support strategic business outcomes, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and partner delivery KPIs
Other duties as assigned.