Senior Customer Success Manager

Customer Success United Kingdom


NetDocuments is the world’s #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 2022 list of Inc. Magazine’s 5000 Fastest-Growing Private Companies in America. Other recent awards include:

  • Two-time winner (2021, 2022) Top Workplace in the US by the Salt Lake Tribune
  • Two-time winner (2021, 2022) Utah’s Best Companies to Work for by Utah Business magazine
  • 2022 Employee Appreciation and Employee Well Being by the Salt Lake Tribune
  • 2022 Top Workplace in the US by the Salt Lake Tribune for the Technology Industry
  • 2022 Top Workplace in the US by the Salt Lake Tribune for Compensation & Benefits
  • 2022 Top Workplace in the US by the Salt Lake Tribune for Work-Life Flexibility
  • 2021 Top Workplace in the US by the Salt Lake Tribune for Remote Work
  • 2021 Top Workplace in the US by the Salt Lake Tribune for Top Managers
  • 2021 Top Workplace in the US by the Salt Lake Tribune for Compensation
  • 2021 Coolest Tech Companies to Work for by Dev Mountain

NetDocuments is a hybrid, remote-friendly workplace. Come join our team and work inspired each day!


About the opportunity:

As a Senior Customer Success Manager, you will be actively involved in all aspects of the customer lifecycle, from onboarding, nurturing, product expansion, and advocacy to help the customer in achieving their expected ROI.


What your contributions will be:

  • The CSM will work in a one-to-many model, responsible for customers that are qualified by the business as small or medium accounts.
  • Build relationship with assigned clients, increase product adoption, drive internal customer retention efforts, and understand customer’s desired outcomes for NetDocuments.
  • Establish a trusted/strategic advisor relationship to build customer confidence in NetDocuments products and services.
  • Work with other organizations inside NetDocuments to create content, collateral, and other material to enable customer success.
  • Drive communication to customers that informs them of all NetDocuments offerings, events, and resources.
  • Facilitate communication between NetDocuments and key customers, specifically when collaborating with product management, support, executive management, and other key customer facing groups.
  • Prioritize and drive resolution internally and with the customer on escalated technical and business concerns.
  • Develop business plans with the customer that are actionable and deliver on meeting the customer specific business objectives and goals for NetDocuments.
  • Understand retention, and what behaviors or activities improve retention rates and prevent customer churn.
  • Increase annual reoccurring revenue through cross sell, and up-sell. Drive new business growth through greater advocacy and reference-ability.
  • Identify and discuss ways to improve the customer experience when using NetDocuments solutions or when interacting with our teams. 


What you will bring to the team:

  • Relationship Builder
  • Organizational Skills
  • Communication Proficiency
  • Presenting
  • Collaboration Skills
  • Customer Orientation
  • Problem Analysis
  • Business Orientation


What you will need for success:

  • Minimum 2 years in software technology as one of, account management (sales), marketing, customer success, training/consulting services, or project management.
  • Experience working within the legal industry.


Ideally you will have:

  • Associates or Bachelor’s degree in Business discipline.


What you will receive:

  • Healthcare premiums company covered
  • Pension match at 4% company contribution
  • Twice a year merit increases
  • 24 PTO a year, not including the 8 paid holidays
  • Authenticity and accountability from leadership
  • Connection, access, and mentorship from exceptional leaders
  • Growing company with opportunities for advancement


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.