Sr. Customer Success Manager
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. 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.
Benefits
- 90% healthcare premiums company covered
- HSA company contribution
- 401K match at 4% with immediate vesting
- Flexible PTO (typically 3 to 4 weeks a year)
- 10 paid holidays
- Monthly contributions for life activities & wellness
- Access to LinkedIn learning with monthly dedicated time to explore
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What This Job Offers
Job Type
Full-time
Career Level
Senior
