Customer Success Manager eDOCS

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NetDocuments is the worlds #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& 2024 list of Inc. Magazines 5000 Fastest-Growing Private Companies in America.

Other recent awards include:

• Two-time winner () National Top Workplaces
• Two-time winner () Top Workplace innovation
• Three-time winner () Top Workplace in the US by the Salt Lake Tribune
• Three-time winner () Best Companies to Work for by Utah Business magazine
• Three-time winner ( 2022) Top Workplace Work-Life Flexibility
• Three-time winner ( 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!

WhatYoullDo

As a Customer Success Manager (CSM) you will own a strategic set of accounts and be the champion for your customers outcomes. This position requires eDOCS experience. If you do not have eDOCS experience you will not be reviewed for this position. Youll deepen relationships mitigate risk before it becomes churn and uncover opportunities that deliver measurable ROI for customers and NetDocuments.

You will

• Serve as a primary point of contact for high value clients addressing their unique inquiries concerns and requests in a proactive timely and effective manner
• Collaborate with internal teams including Support Sales and Product Development to align solutions and enhance the overall customer experience
• Analyze and record customer data to identify trends risks and opportunities providing insights to inform strategic data driven decision-making
• Drive growth by mapping value to additional modules/solutions identifying crosssell and upsell opportunities and partnering with Renewals/Sales
• Capture the Voice of the Customer and collaborate with Product on prioritized feedback and roadmap insights
• Develop and improve playbooks along the customer journey to standardize excellence and scale outcomes
• Efficiently manage and respond to a high volume of client emails and calls ensuring clarity professionalism and concise communication in a professional environment

WhatYoullNeed to be Successful

• eDOCS experience is required
• 5 years in customer success account management or project management with a track record improving retention and driving growth
• Trusted advisor relationship skillsable to influence stakeholders from admins to executives
• Executiveready communication (written verbal and presentation) with strong meeting facilitation
• Datadriven mindset; comfortable interpreting health metrics and translating insights into action
• Crossfunctional collaborator who thrives partnering with Support Sales Services and Product
• Business acumen and problemsolving orientation; you connect product capabilities to real business outcomes
• Bachelors degree in a business/related discipline or equivalent experience

What Will Make You Stand Out

• Background in legal tech
• Experience with Gainsight and Power BI (or similar CS/analytics tools).

WhatYoullLove AboutNetDocuments

• 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)
• 10paid holidays
• Monthly contributions forlife activities &wellness
• Access to LinkedIn learning with monthly dedicated time to explore

Compensation Transparency:

The annual compensation range for this position is:$70000 - $80000 base plus 20% variable bonus.

The posted cash compensation for this position includeson 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.