Sr. Customer Success Manager

NetDocuments•Lehi, UT

21h•Hybrid

About The Position

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: Five-time winner (2025, 2024, 2023, 2022, 2021) Top Workplace in the US by the Salt Lake Tribune Four-time winner (2025, 2023, 2022, 2021) Best Companies to Work for by Utah Business magazine Three-time winner (2025, 2023, 2022) Top Workplace Employee Appreciation and Employee Well-Being Three-time winner (2024, 2023, 2022) Top Workplace Work-Life Flexibility Three-time winner (2024, 2023, 2022) Top Workplace Compensation & Benefits Two-time winner (2024, 2023) National Top Workplaces Two-time winner (2024, 2023) Top Workplace Innovation 2025 Remote Work 2024 Technology Industry NetDocuments is a hybrid, remote-friendly workplace. Come join our team and work inspired each day! Your opportunity for impact: NetDocuments is seeking a Onboarding Customer Success Manager. This role will support our customers, building long-term client retention through presenting product information, assisting the sales team with upselling and renewals, and addressing customer issues. The CSM will be responsible for onboarding new customers. This role will be reporting to the Senior Manager, Customer Success.

Requirements

Bachelor’s degree in Business discipline or equivalent years’ experience
4+ years in software technology in account management, marketing, customer success, training/consulting services, or project management with a SaaS company.

Nice To Haves

Legal industry experience preferred
Gainsight and Salesforce

Responsibilities

Serve as the primary point of contact for a portfolio of legal industry clients
Develop strategic relationships
Act as a consultative advisor
Use Gainsight daily to monitor health scores, automate workflows, log activities, and manage proactive engagement and risk alerts for accounts with churn or low engagement risks.
Ensure smooth product adoption tailored to legal workflows and compliance requirements.
Manage renewals, identify upsell and cross-sell opportunities and drive account growth.
Manage and identify churn for customers, creating action plans and working with other internal teams to rectify
Advocate internally for client needs
Provide feedback to improve product roadmap, user experience, and service delivery.
Conduct regular business reviews (QBRs) to demonstrate ROI and adoption
Align product usage with client goals and develop actionable insights using data-driven analysis from platforms like Salesforce, Splunk, and Power BI.
Maintain detailed records of client interactions, milestones, and sentiment using Gainsight Timeline and CTAs
Lead enablement and adoption efforts for legal teams transitioning to for existing and new product sets
Understand and address the unique challenges, regulatory requirements, and compliance nuances of legal clients, offering tailored solutions and best practices.