NetDocuments is seeking a Senior Manager of Customer Success Operations to serve as the commercial and analytical engine behind our Customer Success organization. This is not a backward-looking reporting function. This leader is maniacal about moving Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewal rates, NPS, and product adoption in the right direction - in real time - rather than simply summarizing how we ended up after the fact. You will build the systems, models, and insights that tell us exactly where we are winning, where we are at risk, and precisely what action to take next.
You will be a right hand to both the Chief Customer Officer and the VP of Customer Success, translating complex account, usage, and revenue data from Gainsight, Salesforce, and Power BI - accelerated by AI tools like Claude - into clear, concise, decision-ready narratives for the C-suite. This role reports directly to the Chief Customer Officer and works in lockstep with the VP of Customer Success on strategy and execution.
Commercial Performance & Retention Ownership- Own the end-to-end analytics and insight engine behind GRR, NRR, renewal rates, NPS, and adoption - driving proactive intervention, not after-the-fact reporting
- Build predictive, leading-indicator models (usage decay, health score erosion, engagement drop-off) that flag revenue risk and expansion opportunity before they surface in a QBR
- Partner closely with the VP of Customer Success to set commercial targets by segment and translate them into weekly and monthly operating cadences that hold the CS org accountable to outcomes, not activity
- Identify and quantify the highest-leverage interventions to move GRR, NRR, and renewal rate, and drive the organization to execute on them with urgency
Systems, Data & Analytics Infrastructure- Serve as the primary architect and owner of the CS data stack - Gainsight, Salesforce, and Power BI - ensuring health scores, journeys, and reporting are built on clean, trusted, unified data
- Design and maintain executive dashboards and self-service reporting that give leadership real-time visibility into retention, risk, and revenue-in-motion
- Use Claude and other AI tools to aggregate, summarize, and surface insight from account, usage, and sentiment data at a speed and scale manual analysis can't match
- Continuously evaluate and evolve the CS systems and tooling roadmap, building the business case for new capabilities that improve commercial outcomes
Executive Reporting & Insight-to-Action- Own the executive reporting cadence for Customer Success - distilling GRR, NRR, renewal rate, NPS, and adoption performance into clear, concise narratives for the CCO and C-suite
- Translate data into a point of view: what's happening, why it's happening, and what we should do about it - every report ends in a recommendation, not just a chart
- Prepare board- and leadership-ready materials, QBR/EBR analytics, and ad hoc analyses that hold up under executive scrutiny
- Act as a thought partner to the Chief Customer Officer and VP of Customer Success, pressure-testing strategy with data and surfacing blind spots before they become problems
Forecasting, Renewals & Revenue Alignment- Build and continuously refine renewal and retention forecasting models in partnership with the Renewals and Finance teams
- Operationalize expansion, cross-sell, and upsell signals from Gainsight and Salesforce data, routing them to the right owner with urgency
- Partner with Sales, Renewals, and Finance to reconcile CS-owned metrics with company-level ARR, churn, and revenue targets
AI & Automation Enablement- Champion the use of AI (Claude and other tools) across the CS organization to accelerate account research, automate reporting, and free CSMs to focus on high-value customer work
- Identify where automation and AI can replace manual, backward-looking reporting work with proactive, insight-driven workflows
- Partner with Marketing, Product, and Enablement on Voice-of-Customer and NPS/CSAT programs, ensuring feedback loops translate into measurable action rather than static dashboards
Cross-Functional Leadership- Serve as the connective tissue between Customer Success, Renewals, Sales, Finance, and Product on all things data, metrics, and commercial performance
- Build and mentor a small, high-caliber team of analysts and/or systems specialists as the function scales
- Represent Customer Success in cross-functional forums where data-driven decisions about the installed base are made
What You'll Need to be Successful - 7+ years of experience in Customer Success Operations, Revenue Operations, Business Operations, or a related analytics/commercial function within a B2B SaaS company
- Demonstrated track record of using data to directly move the needle on GRR, NRR, renewal rates, NPS, or adoption - not just reporting on them after the fact
- Deep, hands-on fluency with Gainsight (health scoring, journey orchestration, reporting) and Salesforce (opportunity, renewal, and reporting workflows)
- Advanced proficiency in Power BI (or an equivalent BI tool) - able to build models and dashboards independently, not just consume them
- Experience using AI tools (Claude, ChatGPT, or similar) to aggregate, analyze, and accelerate insight generation from customer data
- Executive presence and communication skills - able to distill complex data into clear, concise points of view for a VP and C-suite audience, verbally and in writing
- A genuinely commercial mindset - driven by outcomes and revenue impact, restless to find the next lever, uncomfortable simply "keeping the lights on"
- Bachelor's degree in Business, Analytics, Finance, or a related discipline, or equivalent professional experience
What Will Make You Stand Out- Experience in the legal technology or legal services industry
- Experience building a Customer Success Operations function from the ground up
- Gainsight certification or equivalent platform credential
- SQL or other data querying/manipulation skills
- Experience supporting a consumption-based or usage-based pricing model, and building the metrics infrastructure to support it
- Experience building VOC (Voice of Customer) programs and NPS/CSAT measurement loops that drove measurable change
- Prior experience partnering directly with a C-suite executive as a trusted data and strategy right hand
What You'll Love About NetDocuments - 90% healthcare premiums company covered
- 401K match at 4% with immediate vesting
- Flexible PTO (typically 3 to 4 weeks a year)
- Monthly contributions for life activities & wellness
- Access to LinkedIn learning with monthly dedicated time to explore
Compensation Transparency The compensation range for this position is: $150,000 - $160,000 including 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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