Manager, Customer Success SML Market

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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!

What Youll Do:

NetDocuments is seeking a strategic data-driven Manager of Customer Success to lead our SMB/Mid-Market CS teama high-performing group of 6 CSMs responsible for approximately 6000 accounts. This role is a people management position responsible for leading and developing a team of Customer Success professionals and requires prior experience managing direct reports rather than functioning as an individual is not a traditional high-touch management role. The ideal candidate understands how to design and operationalize scalable tech-touch and one-to-many engagement models that drive measurable outcomes across a large account base.

You will own the teams Gross and Net Revenue Retention performance build programmatic customer journeys and leverage platforms including Gainsight Salesforce and AI-powered tools (including Claude) to automate monitor and optimize customer health at scale. This role reports directly to the VP of Customer Success.

You will:

Team Leadership & Development

• Lead coach and develop a team of 6 SMB/Mid-Market CSMs fostering a high-accountability high-support culture
• Set clear performance expectations tied to GRR NRR health scores and engagement activity
• Conduct regular 1:1s pipeline reviews and skill development sessions
• Build career pathing frameworks and succession plans within the CS org

Tech-Touch & Scalable Engagement Model

• Design build and continuously optimize a tech-touch model that serves long-tail accounts with minimal manual effort
• Create one-to-many programs including automated email journeys in-app campaigns digital success centers webinar series and knowledge base content
• Play a key role in defining and revamping the NetDocuments customer portal and communityshaping the strategy content structure and engagement model that will serve as a primary self-service and peer-learning destination for thousands of customers
• Define clear segmentation criteria that determine which accounts receive high-touch low-touch or tech-touch coverage
• Leverage AI tools to assist CSMs in drafting communications identifying risk signals and accelerating customer research

Retention & Revenue Growth

• Own team-level GRR and NRR targets; develop and execute strategies to hit and exceed them
• Build renewal forecasting processes in coordination with the Renewals team
• Identify and operationalize expansion signals (upsell cross-sell) through Gainsight and Salesforce data
• Serve as an escalation point for at-risk accounts; partner with Sales and Support to resolve churn risks

Playbook & Process Development

• Develop and maintain customer journey playbooks from onboarding through adoption renewal and expansion
• Build risk escalation playbooks with clear ownership SLAs and handoff protocols
• Create standardized QBR/EBR templates and coaching guides for the CSM team
• Continuously test iterate and document playbooks based on outcome data

Data Health Scoring & Analytics

• Own customer health score design and calibration in Gainsight across all account segments
• Establish dashboards and reporting cadences for leadership visibility into team KPIs and account risk
• Analyze behavioral and usage data to identify leading indicators of churn and expansion
• Drive a culture of data-informed decision making within the team

Cross-Functional Collaboration

• Partner with Sales to ensure seamless handoffs expansion pipeline visibility and joint account planning
• Collaborate with Marketing to co-develop customer campaigns case studies and advocacy programs
• Work with Product to surface customer feedback influence roadmap prioritization and close the loop on issues
• Own participation in NPS and CSAT feedback programsanalyze results at the team and segment level identify systemic themes and drive cross-functional change initiatives that measurably improve the customer experience and sentiment scores over time
• Align with the Renewals team on renewal forecasting risk flags and upsell opportunity creation

What Youll Need to be Successful:

• 5 years in Customer Success Account Management or a related customer-facing role within a B2B SaaS company
• 2 years of direct people management experience leading a CS team
• Demonstrated track record of improving GRR and NRR year-over-year in an SMB or mid-market segment
• Hands-on experience building and running a tech-touch or digital CS model at scale (500 accounts or more)
• Proficiency with Gainsightincluding playbook creation health scoring journey orchestration and reporting
• Proficiency with Salesforceopportunity management reporting and integration with CS workflows
• Experience designing and managing one-to-many CSM programs (webinars campaigns digital success centers)
• Ability to analyze customer data identify trends and translate insights into actionable strategies
• Bachelors degree in Business or a related discipline or equivalent professional experience

What Will Make You Stand Out:

• Experience in the legal technology or legal services industry
• Experience using AI tools in a professional CS or operations context including: large language models such as Claude (Anthropic) and ChatGPT (OpenAI) for drafting communications summarizing account context and accelerating research; Microsoft Copilot for productivity workflows within Office 365; and AI features embedded in Gainsight or Salesforce (e.g. predictive health scoring generative email assist). Candidates should be able to speak to specific use cases where AI reduced manual effort or improved team output
• Experience managing CSMs who each ownaccounts in a pooled or segmented model
• Gainsight certification or equivalent platform credential
• Experience with digital adoption platforms (e.g. Pendo)
• Familiarity with content management or document management solutions
• Experience building VOC (Voice of Customer) programs and NPS/CSAT measurement loops

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 compensation range for this position is: $120000 - $130000 plus 20% variable bonus

The posted cash compensation for this positionincludesontarget earnings basesalaryandvariableif applicable. Some roles may qualify for overtime pay. Individual compensation packages aredeterminedbased onvarious factorsspecific 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.