Sr Manager, Customer Success

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About NetDocuments

At NetDocuments were shaping the future of legal work. We believe legal professionals should spend less time searching for information and managing documents and more time solving complex problems serving clients and delivering meaningful outcomes. Thats why were building technology that helps organizations work smarter collaborate more effectively and unlock the full value of their institutional knowledge.

Our team is redefining whats possible for legal technology. NetDocuments is the trusted intelligent document management platform for legal professionals and the company behind the industrys first and only legal context grapha breakthrough that gives legal professionals and AI a richer understanding of how matters documents people and knowledge connect across an organization while respecting enterprise-grade security governance permissions and ethical walls.

Innovation is only part of our story. We believe our greatest strength is our people. We foster a collaborative inclusive and high-performing culture where curiosity is encouraged diverse perspectives are valued and employees are empowered to make a meaningful impact. Whether youre building products serving customers or supporting the business your work helps shape the future of one of the worlds most trusted legal technology platforms.

That commitment to our employees and customers has earned us recognition as one of the nations top workplaces including:

• Four consecutive appearances on the Inc. 5000 list of Americas Fastest-Growing Private Companies
• Five-time Top Workplace USA winner
• Five-time Salt Lake Tribune Top Workplace
• Multiple Top Workplaces Culture Excellence awards recognizing innovation employee appreciation work-life flexibility and compensation & benefits

If youre excited to solve meaningful challenges work alongside talented colleagues and help define the next generation of legal technology wed love to meet you.

WhatYoullDo

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 cant 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: whats happening why its 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

WhatYoullNeed 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
• Bachelors 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

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: $150000 - $160000 including 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

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.