Your opportunity for impact: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.
What your contributions will be:- 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.
Required Education and Experience: - 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.
Preferred Experience : - Legal industry experience preferred
- Gainsight and Salesforce
Benefits- The People!
- 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 life activities & wellness
- Access to LinkedIn learning with monthly dedicated time to explore
Compensation Transparency:The annual compensation range for this position is: $85,000 - $95,000 base plus 20% variable 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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