Softdocs17h ago

New

USD 65000–75000/yr

Client Success Manager

RemoteFull-timemid

Customer Success ManagerCustomer

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Quick Summary

Overview

The Company Softdocs is a leading remote enterprise Software as a Service (SaaS) company specializing in serving Higher Education and K12 institutions,

Technical Tools

salesforceforecastingmentoringproject-managementsaas

The Company

Softdocs is a leading remote enterprise Software as a Service (SaaS) company specializing in serving Higher Education and K12 institutions, as well as State and Local Government through Etrieve, an enterprise content management (ECM) platform. With a remarkable 25-year history, Softdocs is committed to promoting educational and governmental equity by eliminating inefficiencies. Our core values of candor, collaboration, curiosity, grit, and inclusivity shape our approach to providing innovative solutions.

Softdocs is seeking a strategic, commercially-minded Client Success Manager (CSM) to own the long-term success, retention, and growth of an assigned portfolio of clients across Higher Education, K-12, and Government organizations. Client Success Managers serve as trusted advisors to institutional leaders, helping clients maximize the value of the Softdocs platform while driving strong client outcomes, product adoption, executive engagement, and long-term partnership success.

The primary objective of the Client Success Manager role is to drive Net Revenue Retention (NRR) through proactive relationship management, renewals, churn prevention, and expansion opportunities including upsells and cross-sells. CSMs operate as the strategic post-sale relationship owner for assigned accounts and partner cross-functionally with Sales, Professional Services, Support, Product, Engineering, and Marketing teams to ensure clients achieve measurable value and continue to expand their partnership with Softdocs.

The role reports to the Vice President, Client Success.

Own the retention, renewal, and growth of an assigned portfolio of clients

Identify, develop, and help execute upsell, cross-sell, and expansion opportunities

Proactively identify and mitigate churn risk through strategic client engagement and remediation planning

Build trusted advisor relationships with executive sponsors, decision-makers, and operational stakeholders

Lead strategic business reviews focused on client outcomes, adoption, operational value, and future opportunities

Drive product adoption and overall client health across assigned accounts

Coordinate escalations and cross-functional client success efforts as needed

Maintain accurate forecasting, account activity, opportunity tracking, and client health data within Salesforce and associated tools

Partner internally with Sales, Professional Services, Support, Product, Engineering, and Marketing teams to improve client outcomes and overall client experience

Represent Softdocs at client events, and conferences, and via webinars and marketing initiatives

Identify and maintain client health scores and referenceable accounts by proactively monitoring, gathering, and documenting key client health indicators including relationship sentiment, survey feedback, product adoption and usage trends, services engagement, support trends, and overall account engagement within Salesforce and associated client success tools

Other duties as assigned

Aptitude to learn and strategically position enterprise SaaS platforms, including ECM, forms, workflow, and automation solutions

Experience leveraging Salesforce or similar CRM/client success platforms for forecasting, account management, and client engagement tracking

Strong business technology acumen and ability to align software capabilities to organizational outcomes

Experience managing renewals, retention efforts, upsell opportunities, or account growth targets

Strong consultative engagement and strategic account management skills

Ability to communicate effectively with executive leadership, operational stakeholders, and technical teams

Strong organizational, forecasting, problem-solving, and prioritization capabilities

Ability to manage multiple clients, priorities, and initiatives in a fast-paced environment

Relationship-oriented professional who builds trust quickly and maintains strong partnerships

Resourceful and proactive with a strong sense of ownership and accountability

Client-minded while appropriately balancing business priorities and scalability

Strong written and verbal communication skills with appropriate candor and professionalism

Collaborative team player who works effectively across cross-functional teams

Adaptable and comfortable navigating ambiguity and change

Bonus If You Have

Experience working within Higher Education, K-12, or Government sectors

Experience working for a high-growth SaaS company

Experience in Client Success, Account Management, Consulting, Sales, Professional Services, or enterprise software implementations

Experience with Salesforce and similar client success platforms

Experience supporting enterprise software renewals and expansion sales motion

Required Education and Experience

3–5+ years of experience in Client Success, Account Management, Consulting, Sales, Professional Services, Project Management, or similar client-facing roles

Experience managing complex client relationships and driving measurable business outcomes

Bachelor’s degree preferred or equivalent professional experience

Working Conditions

Remote position

Up to 20% travel

Remote Position: 100% remote work from anywhere in the U.S.

Direct Access to Leadership: You’ll have open access to our CEO and senior leaders from day one.

Comprehensive Benefits: Medical, Dental, Vision, 401(k), Disability, $15,000 Life Insurance, flexible PTO, 13 holidays, and paid parental leave.

Laptop/Equipment Stipend: Choose your laptop and set up your remote workspace your way.

Professional Development: Grow through training, learning opportunities, and leadership exposure.

Mentorship & Collaboration: Work closely with senior leaders and cross-functional teams. Collaboration fuels innovation here.

People-First Culture: Bring your full self to work. We believe family time (however you define it) matters.