Sr. Customer Success Manager

At NetDocuments, we're shaping the future of legal work. We believe legal professionals should spend less time searching for information and managing documents, and more time solving complex problems, serving clients, and delivering meaningful outcomes. That's why we're building technology that helps organizations work smarter, collaborate more effectively, and unlock the full value of their institutional knowledge.

Our team is redefining what's possible for legal technology. NetDocuments is the trusted intelligent document management platform for legal professionals and the company behind the industry's first and only legal context graph—a breakthrough that gives legal professionals and AI a richer understanding of how matters, documents, people, and knowledge connect across an organization while respecting enterprise-grade security, governance, permissions, and ethical walls.

Innovation is only part of our story. We believe our greatest strength is our people. We foster a collaborative, inclusive, and high-performing culture where curiosity is encouraged, diverse perspectives are valued, and employees are empowered to make a meaningful impact. Whether you're building products, serving customers, or supporting the business, your work helps shape the future of one of the world's most trusted legal technology platforms.

That commitment to our employees and customers has earned us recognition as one of the nation's top workplaces, including:

• Four consecutive appearances on the Inc. 5000 list of America's Fastest-Growing Private Companies
• Five-time Top Workplace USA winner
• Five-time Salt Lake Tribune Top Workplace
• Multiple Top Workplaces Culture Excellence awards recognizing innovation, employee appreciation, work-life flexibility, and compensation & benefits

If you're excited to solve meaningful challenges, work alongside talented colleagues, and help define the next generation of legal technology, we'd love to meet you.

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.  

• →Client Relationship Management
  • →Serve as the primary point of contact for a portfolio of legal industry clients 
  • →Develop strategic relationships  
  • →Act as a consultative advisor 
• →Gainsight Administration & Strategy
  • →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. 
• →Adoption
  • →Ensure smooth product adoption tailored to legal workflows and compliance requirements. 
• →Retention & Expansion
  • →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 
• →Voice of the Customer
  • →Advocate internally for client needs 
  • →Provide feedback to improve product roadmap, user experience, and service delivery. 
• →Business Reviews & Insights
  • →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. 
• →Documentation & Enablement
  • →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  
• →Legal Industry Expertise
  • →Understand and address the unique challenges, regulatory requirements, and compliance nuances of legal clients, offering tailored solutions and best practices. 

• 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.

• Legal industry experience preferred 
• Gainsight and Salesforce