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NetDocuments · 13 hours ago

Customer Success Manager - SaaS

New York, NY

Full-time

Hybrid

Mid Level

$70K/yr - $80K/yr

4+ years exp

NetDocuments is the world’s #1 trusted cloud-based content management and productivity platform that helps legal professionals do their best work. The Customer Success Manager will support customers by building long-term client retention, assisting with onboarding, upselling, and addressing customer issues in the legal industry.

Cloud Data ServicesEmailEnterprise SoftwareSaaSSoftware

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

Qualification

Customer Success ManagementGainsightSalesforceLegal Industry ExperienceData AnalysisClient Relationship ManagementConsultative AdvisorProduct AdoptionRetention StrategiesDocumentation Skills

Required

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