Manager, Customer Success

 

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 list of Inc. Magazine’s 5000 Fastest-Growing Private Companies in America. Other recent awards include:  

• 2023 National Top Workplaces
• Two-time winner (2021, 2022) Top Workplace in the US by the Salt Lake Tribune
• Two-time winner (2021, 2022) Utah’s Best Companies to Work for by Utah Business magazine
• 2022 Employee Appreciation and Employee Well Being by the Salt Lake Tribune
• 2022 Top Workplace in the US by the Salt Lake Tribune for the Technology Industry
• 2022 Top Workplace in the US by the Salt Lake Tribune for Compensation & Benefits
• 2022 Top Workplace in the US by the Salt Lake Tribune for Work-Life Flexibility
• 2021 Top Workplace in the US by the Salt Lake Tribune for Remote Work
• 2021 Top Workplace in the US by the Salt Lake Tribune for Top Managers
• 2021 Top Workplace in the US by the Salt Lake Tribune for Compensation
• 2021 Coolest Tech Companies to Work for by Dev Mountain

NetDocuments is a hybrid, remote-friendly workplace. Come join our team and work inspired each day! 

About the opportunity:  

NetDocuments is seeking a Manager of Customer Success. This role will lead a team of CSM’s focused on long-term client retention and growth. The manager will be responsible for executing and building playbooks across the customer journey, creating a new customer onboarding team, and helping to define a one-to many touch point strategy. This role will report to the Senior Director of Customer Success.  

What your contributions will be: 

• Develop and implement customer success strategies and plans that enhance customer outcomes and business growth.
• Serve as a point of escalation for customer issues and ensure timely and effective resolutions.
• Collaborate with the Sales, Renewals, Marketing, and Product Development teams to align strategies that enhance customer experience and product value.
• Analyze customer data to identify trends, predict health risk, and realize opportunities for growth.
• Develop and oversee customer success metrics, including churn rates, customer satisfaction scores, NPS, and renewal rates.
• Foster close relationships with customers to gather feedback and understand their needs and challenges.
• Understand retention and what behaviors or activities improve retention rates and prevent customer churn.
• Increase annual reoccurring revenue through cross sell and up-sell.  Drive new business growth through greater advocacy and reference-ability.
• Identify and discuss ways to improve the customer experience when using NetDocuments solutions or when interacting with our teams.
• Build out playbooks along the customer journey to track activity, help surface risk, and promote product adoption.
• Work with internal departments to create content, collateral, and other material to enable customer success.
• Help facilitate communication between NetDocuments and key customers, specifically when collaborating with product management, support, executive management, and other key customer facing groups.

What you will bring to the team:   

• Proven track record of impacting churn & growth
• Relationship Builder
• Organizational Skills
• Communication Proficiency
• Presenting
• Collaboration Skills
• Customer Orientation
• Problem Analysis
• Business Acumen

Required Education and Experience: 

• 4+ years previous experience leading customer success, account management, or a related customer-facing role within a technology company.
• Bachelor’s degree in business discipline or equivalent years’ experience

Preferred Experience: 

• Legal industry experience
• Gainsight experience

What you will receive: 

• 90% healthcare premiums company covered
• HSA company contribution
• 401K match at 4% with no vesting period 
• Twice a year merit increases
• Flexible time off typically 3 to 4 weeks a year, not including the 9 paid holidays
• Authenticity and accountability from leadership
• Connection, access, and mentorship from exceptional leaders
• Growing company with opportunities for advancement

NetDocuments is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are based on business needs, job requirements, individual qualifications, without regard to race, color, religion, sex, (including pregnancy), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity and/or expression, military and veteran status, or any other status protected by laws or regulations in the locations where we operate.  NetDocuments believes diversity and inclusion among our employees is critical to our success, and we are committed to providing a work environment free of discrimination and harassment.