NetDocuments · 1 day ago
Customer Success Manager - eDOCS
United States
Full-time
Remote
Mid, Senior Level
$70K/yr - $80K/yr
5+ years expNetDocuments is the world’s #1 trusted cloud-based content management and productivity platform that helps legal professionals do their best work. As a Customer Success Manager, you will own a strategic set of accounts, deepen relationships with clients, and collaborate with internal teams to enhance the overall customer experience.
Cloud Data ServicesEmailEnterprise SoftwareSaaSSoftware
Responsibilities
Serve as a primary point of contact for high value clients, addressing their unique inquiries, concerns, and requests in a proactive, timely and effective manner
Collaborate with internal teams, including Support, Sales, and Product Development, to align solutions and enhance the overall customer experience
Analyze and record customer data to identify trends, risks, and opportunities, providing insights to inform strategic, data driven decision-making
Drive growth by mapping value to additional modules/solutions, identifying cross‑sell and upsell opportunities, and partnering with Renewals/Sales
Capture the Voice of the Customer and collaborate with Product on prioritized feedback and roadmap insights
Develop and improve playbooks along the customer journey to standardize excellence and scale outcomes
Efficiently manage and respond to a high volume of client emails and calls, ensuring clarity, professionalism, and concise communication in a professional environment
Qualification
Required
eDOCS experience is required
5+ years in customer success, account management, or project management with a track record improving retention and driving growth
Trusted advisor relationship skills—able to influence stakeholders from admins to executives
Executive‑ready communication (written, verbal, and presentation) with strong meeting facilitation
Data‑driven mindset; comfortable interpreting health metrics and translating insights into action
Cross‑functional collaborator who thrives partnering with Support, Sales, Services, and Product
Business acumen and problem‑solving orientation; you connect product capabilities to real business outcomes
Bachelor's degree in a business/related discipline or equivalent experience
Preferred
Background in legal tech
Experience with Gainsight and Power BI (or similar CS/analytics tools)
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
Company
NetDocuments
NetDocuments enables businesses of all sizes to create, secure, manage, access, and collaborate on documents and email anywhere, any time.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$30MKey Investors
Warburg PincusCove Hill PartnersFrontier Growth
2021-05-25Secondary Market
2019-05-14Secondary Market
2017-03-02Acquired
Leadership Team
Josh Baxter
CEO
Kenneth Duncan
CEO
Recent News
Columbia West
2025-12-13
2025-11-25
Company data provided by crunchbase