Onboarding Customer Success Manager

Your opportunity for impact:

NetDocuments is seeking an Onboarding Customer Success Manager. You will be the first point of contact for our new customers (after implementation), guiding them through the initial stages of their journey with our products and services. You will be instrumental in improving time to value, enabling customers to quickly realize the benefits of their investment, reducing churn within the first year, and driving product adoption. Your primary focus will be on engaging with SMB clients, understanding their needs, and maximizing their utilization of NetDocuments solutions to achieve their business objectives. This role will report to the Onboarding Manager in Customer Success.

What your contributions will be:

• Develop and execute onboarding plans tailored to each SMB clients unique needs, with a focus on rapid enablement and adoption.
• Serve as a primary point of contact for SMB clients, addressing their unique inquiries, concerns, and requests in a timely and effective manner
• Collaborate with internal teams, including Sales, Marketing, and Product Development, to align strategies and enhance the overall customer experience for SMB clients
• Analyze customer data to identify trends and opportunities for SMB clients, providing insights to inform strategic decision-making
• Foster close relationships with SMB clients to gather feedback, understand their needs, and proactively address any challenges they may encounter
• Identify opportunities for cross-selling and upselling NetDocuments solutions to SMB clients to increase annual recurring revenue
• Assist in the creation of playbooks along the customer journey to track activity, identify risks, and promote product adoption among SMB clients.
• Work closely with internal departments to create customer-facing content and collateral to support SMB clients in maximizing the value of NetDocuments solutions
• Facilitate communication between NetDocuments and key SMB clients, ensuring their voices are heard and their needs are addressed effectively
• Efficiently manage and respond to a high volume of client emails, ensuring clarity, professionalism, and concise communication in a legal environment.

What you will bring to the team: 

• Proven track record of impacting churn and driving growth in a customer-facing role
• Strong relationship-building skills with the ability to establish rapport and trust with SMB clients
• Exceptional organizational and communication skills, both written and verbal
• Ability to present effectively to internal and external stakeholders, conveying complex information in a clear and concise manner
• Collaborative mindset with the ability to work effectively within cross-functional teams
• Customer Orientation with a focus on problem-solving and solution implementation
• Business Acumen with a strategi approach to customer success
• Strong understanding of customer success principles and practices, including onboarding, adoption, and churn reduction.
• Empathy and a genuine desire to solve customer problems and contribute to their success.

Required Education and Experience:

• 4+ years previous experience leading customer success, account management, or a related customer-facing role within a technology company.
• Bachelor’s degree in business discipline or equivalent years’ experience

Preferred Experience:

• Familiarity with the legal industry and its unique challenges
• Gainsight and/or GuideCX experience

Benefits

• 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 wellness
• Access to LinkedIn Learning with monthly dedicated time to explore

Compensation Transparency

The annual compensation range for this position is: $70,000 - $80,000 base plus 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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