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Onboarding Customer Success Manager

Lehi, Utah, United States

NetDocuments is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity without phone, video, and in person meetings and communications from emails using the @netdocuments.com domain. If you have any concerns or questions about communications you have received, please send them to hrgroup@netdocuments.com so our team members can review.

 

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,  2023, & 2024 list of Inc. Magazine’s 5000 Fastest-Growing Private Companies in America. 

Other recent awards include: 

  • Two-time winner (2024, 2023) National Top Workplaces
  • Two-time winner (2024, 2023) Top Workplace innovation
  • Three-time winner (2023, 2022, 2021) Top Workplace in the US by the Salt Lake Tribune
  • Three-time winner (2023, 2022, 2021) Best Companies to Work for by Utah Business magazine
  • Three-time winner (2024, 2023, 2022) Top Workplace Work-Life Flexibility
  • Three-time winner (2024, 2023, 2022) Top Workplace Compensation & Benefits
  • 2024 Cultural Excellence
  • 2024 Technology Industry 
  • 2023 Top Workplace Leadership
  • 2023 Top Workplace Purpose & Values
  • 2022 Top Workplace Employee Appreciation and Employee Well Being

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

Your opportunity for impact:

NetDocuments is seeking an Onboarding Customer Success Manager. You will be the first point of contact for our new customers (after implementation), guiding them through the initial stages of their journey with our products and services. You will be instrumental in improving time to value, enabling customers to quickly realize the benefits of their investment, reducing churn within the first year, and driving product adoption. Your primary focus will be on engaging with SMB clients, understanding their needs, and maximizing their utilization of NetDocuments solutions to achieve their business objectives. This role will report to the Onboarding Manager in Customer Success.

 

What your contributions will be:

  • Develop and execute onboarding plans tailored to each SMB clients unique needs, with a focus on rapid enablement and adoption.
  • Serve as a primary point of contact for SMB clients, addressing their unique inquiries, concerns, and requests in a timely and effective manner
  • Collaborate with internal teams, including Sales, Marketing, and Product Development, to align strategies and enhance the overall customer experience for SMB clients
  • Analyze customer data to identify trends and opportunities for SMB clients, providing insights to inform strategic decision-making
  • Foster close relationships with SMB clients to gather feedback, understand their needs, and proactively address any challenges they may encounter
  • Identify opportunities for cross-selling and upselling NetDocuments solutions to SMB clients to increase annual recurring revenue
  • Assist in the creation of playbooks along the customer journey to track activity, identify risks, and promote product adoption among SMB clients.
  • Work closely with internal departments to create customer-facing content and collateral to support SMB clients in maximizing the value of NetDocuments solutions
  • Facilitate communication between NetDocuments and key SMB clients, ensuring their voices are heard and their needs are addressed effectively
  • Efficiently manage and respond to a high volume of client emails, ensuring clarity, professionalism, and concise communication in a legal environment.

 

What you will bring to the team: 

  • Proven track record of impacting churn and driving growth in a customer-facing role
  • Strong relationship-building skills with the ability to establish rapport and trust with SMB clients
  • Exceptional organizational and communication skills, both written and verbal
  • Ability to present effectively to internal and external stakeholders, conveying complex information in a clear and concise manner
  • Collaborative mindset with the ability to work effectively within cross-functional teams
  • Customer Orientation with a focus on problem-solving and solution implementation
  • Business Acumen with a strategi approach to customer success
  • Strong understanding of customer success principles and practices, including onboarding, adoption, and churn reduction.
  • Empathy and a genuine desire to solve customer problems and contribute to their success.

 

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:

  • Familiarity with the legal industry and its unique challenges
  • Gainsight and/or GuideCX experience

 

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 wellness
  • Access to LinkedIn Learning with monthly dedicated time to explore

 

Compensation Transparency

The annual compensation range for this position is: $70,000 - $80,000 base plus bonus

The posted cash compensation for this position includes on target earnings, base salary and variable if applicable. Some roles may qualify for overtime pay. Individual compensation packages are determined based on various factors specific to each candidate, such as career level, skills, experience, geographic location, qualifications, and other job-related considerations.

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#LI-REMOTE

Equal Opportunity 

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. 

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