Manager of Customer Success-SaaS

NetDocuments•Lehi, UT

1d•$120,000 - $130,000•Hybrid

About The Position

NetDocuments is seeking a strategic, data-driven Manager of Customer Success to lead our SMB/Mid-Market CS team—a high-performing group of 6 CSMs responsible for approximately 6,000 accounts. This is not a traditional high-touch management role. The ideal candidate understands how to design and operationalize scalable, tech-touch and one-to-many engagement models that drive measurable outcomes across a large account base. You will own the team’s Gross and Net Revenue Retention performance, build programmatic customer journeys, and leverage platforms including Gainsight, Salesforce, and AI-powered tools (including Claude) to automate, monitor, and optimize customer health at scale. This role reports directly to the VP of Customer Success.

Requirements

5+ years in Customer Success, Account Management, or a related customer-facing role within a B2B SaaS company
2+ years of direct people management experience leading a CS team
Demonstrated track record of improving GRR and NRR year-over-year in an SMB or mid-market segment
Hands-on experience building and running a tech-touch or digital CS model at scale (500+ accounts or more)
Proficiency with Gainsight—including playbook creation, health scoring, journey orchestration, and reporting
Proficiency with Salesforce—opportunity management, reporting, and integration with CS workflows
Experience designing and managing one-to-many CSM programs (webinars, campaigns, digital success centers)
Ability to analyze customer data, identify trends, and translate insights into actionable strategies
Bachelor’s degree in Business or a related discipline, or equivalent professional experience

Nice To Haves

Experience in the legal technology or legal services industry
Experience using AI tools in a professional CS or operations context, including: large language models such as Claude (Anthropic) and ChatGPT (OpenAI) for drafting communications, summarizing account context, and accelerating research; Microsoft Copilot for productivity workflows within Office 365; and AI features embedded in Gainsight or Salesforce (e.g., predictive health scoring, generative email assist). Candidates should be able to speak to specific use cases where AI reduced manual effort or improved team output
Experience managing CSMs who each own 500–1,500 accounts in a pooled or segmented model
Gainsight certification or equivalent platform credential
Experience with digital adoption platforms (e.g., Pendo)
Familiarity with content management or document management solutions
Experience building VOC (Voice of Customer) programs and NPS/CSAT measurement loops

Responsibilities

Team Leadership & Development
Lead, coach, and develop a team of 6 SMB/Mid-Market CSMs, fostering a high-accountability, high-support culture
Set clear performance expectations tied to GRR, NRR, health scores, and engagement activity
Conduct regular 1:1s, pipeline reviews, and skill development sessions
Build career pathing frameworks and succession plans within the CS org
Tech-Touch & Scalable Engagement Model
Design, build, and continuously optimize a tech-touch model that serves long-tail accounts with minimal manual effort
Create one-to-many programs including automated email journeys, in-app campaigns, digital success centers, webinar series, and knowledge base content
Play a key role in defining and revamping the NetDocuments customer portal and community—shaping the strategy, content structure, and engagement model that will serve as a primary self-service and peer-learning destination for thousands of customers
Define clear segmentation criteria that determine which accounts receive high-touch, low-touch, or tech-touch coverage
Leverage AI tools to assist CSMs in drafting communications, identifying risk signals, and accelerating customer research
Retention & Revenue Growth
Own team-level GRR and NRR targets; develop and execute strategies to hit and exceed them
Build renewal forecasting processes in coordination with the Renewals team
Identify and operationalize expansion signals (upsell, cross-sell) through Gainsight and Salesforce data
Serve as an escalation point for at-risk accounts; partner with Sales and Support to resolve churn risks
Playbook & Process Development
Develop and maintain customer journey playbooks from onboarding through adoption, renewal, and expansion
Build risk escalation playbooks with clear ownership, SLAs, and handoff protocols
Create standardized QBR/EBR templates and coaching guides for the CSM team
Continuously test, iterate, and document playbooks based on outcome data
Data, Health Scoring & Analytics
Own customer health score design and calibration in Gainsight across all account segments
Establish dashboards and reporting cadences for leadership visibility into team KPIs and account risk
Analyze behavioral and usage data to identify leading indicators of churn and expansion
Drive a culture of data-informed decision making within the team
Cross-Functional Collaboration
Partner with Sales to ensure seamless handoffs, expansion pipeline visibility, and joint account planning
Collaborate with Marketing to co-develop customer campaigns, case studies, and advocacy programs
Work with Product to surface customer feedback, influence roadmap prioritization, and close the loop on issues
Own participation in NPS and CSAT feedback programs—analyze results at the team and segment level, identify systemic themes, and drive cross-functional change initiatives that measurably improve the customer experience and sentiment scores over time
Align with the Renewals team on renewal forecasting, risk flags, and upsell opportunity creation