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Manager of Customer Success-SaaS

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 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 throughout the customer journey from Onboarding to adoption, renewal and expansion. Additionally, this role will establish processes to monitor customer health metrics and proactively address risks. You will also help to develop a digital engagement strategy using tools like webinars, campaigns, knowledge base, and success centers to serve long-tail customers. This role will report to the Vice President of Customer Success.

 

What your contributions will be:

  • Coach, mentor and develop a high-performing team
  • Segment Customers and tailor engagement strategies
  • 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 and Partner 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.
  • Other duties as assigned

 

Required Education and Experience: 

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

 

Preferred Experience:

  • Legal industry experience
  • Gainsight 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: $110,000 - $115,000 base plus 20% annual 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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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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