Client Success Manager

Softdocs; United States; Remote; USD 65,000 - 85,000; Full time

Job summary

A leading company is seeking a Client Success Manager to enhance client relationships within the education and government sectors. The role focuses on driving client satisfaction and expanding market share through effective product adoption and engagement. Candidates with a passion for helping others succeed and a strong background in client management will excel in this position.

Benefits

Medical, Dental, and Vision Insurance

401K

Flexible PTO

Remote Work Setup Stipend

Professional Development Opportunities

Qualifications

• Experience in client success or account management roles.
• Knowledge of ECM, forms, and workflow products.
• Adept in using Salesforce or similar CRM.

Responsibilities

• Own post-sale relationship for assigned clients.
• Drive revenue retention and client satisfaction.
• Conduct strategic business reviews with clients.

Skills

Leadership

Problem Solving

Communication

Resourcefulness

Client Minded

Education

3-5 years of experience in a client-facing or similar role

Tools

Salesforce

CRM

Job description

Join a team of motivated, collaborative people with a passion for making every day processes smarter and simpler for staff, students, and constituents.

Life at Softdocs

At Softdocs, we’ve cultivated a work environment that believes great ideas can come from anywhere and anyone, and we actively support creativity and innovation. Ask any of our team members why they love it here, and you’ll hear words like teamwork, social, open-minded, focused, and meaningful. If that hits home with you, let’s talk.

Position:Client Success Manager

Location: Remote

Job Id:267

# of Openings:1

Client Success Manager

Company
Softdocs is committed to revolutionizing the education and government sectors as a remote enterprise Software as a Service (SaaS) company by serving K-12, Higher Education, State, & Local Government institutions through its enterprise content management (ECM), forms, & workflow platform, Etrieve. Our mission is to eliminate technology barriers so institutions can improve students’ and constituents’ lives. We are passionate about bridging the disparity gap in education and government, and have a 25-year track record in democratizing equity through our vision to build a world without inefficiencies, and company values – candor, collaboration, curiosity, grit, and inclusivity.

Position Description
Softdocs is looking for a client and business-oriented professional who is passionate about client success, the client lifecycle, and revolutionizing the education and government sectors. The mission of the Client Success Team is to make clients wildly successful and expand market share. Client Success Managers (CSM) are key to the client experience, serving as entrusted advisors to drive the adoption of Softdocs’s products and identify dynamic ways to improve our offerings and delivery methodologies. Softdocs’ Client Success Managers own client satisfaction, and expansions via upsells, cross sells, and renewals to accelerate how Softdocs’s products can best be utilized by the various users across client institutions.

The role reports to the Vice President of Client Success.

Position Responsibilities

• Own the post-sale relationship for assigned clients, proactively engaging with client champions and decision-makers becoming their trusted advisor for all things Softdocs
• Own the Net Revenue Retention (NRR) of assigned client portfolio by proactively prospecting and driving expansion via upsells, cross-sells, and renewals, while reporting internally on pipeline and forecasts on regular intervals
• Maintain client health scores and referenceable accounts by routinely gathering and logging defined metric data (client relationship sentiment, survey scores, product usage trends, services engagement, etc.) into Softdocs’s client health scoring formula and tools
• Build, maintain, and ensure appropriate action and execution of remediation plans in any situation of need and for at-risk clients
• Ensure seamless experience for clients between each unique phase in the client lifecycle, such as from Sales to Professional Services and from Professional Services to Support
• At defined intervals, conduct strategic business reviews with assigned clients, with the goals of gaining an understanding of the client’s appropriate experience and driving product adoption and expansion
• Partner with additional Softdocs team members to perform client product usage health checks and value-add consulting services as appropriate
• Monitor, maintain, and drive escalation, change information, responses, and activities for assigned clients
• Represent Softdocs at industry trade shows, conferences, and in marketing campaigns, periodically presenting success stories alongside clients
• With radical candor, fiercely advocate for assigned clients internally to influence Softdocs’s cross-functional client-centric teams to improve each of our offerings and delivery methodologies, from our clients’ perspectives
• Other duties as assigned

The Ideal Candidate
Technical Skills

• Enterprise Content Management (ECM), Forms, & Workflow – knowledge of ECM, forms, and workflow products and aptitude to learn Softdocs’s suite of products to generate greater quantitative and qualitative value to the client
• CRM – experience in navigating and leveraging Salesforce or similar CRM platform to problem solve and accelerate desired results for clients

Hard Skills
Business, Expansion, and Renewals – understands financial models and has experience owning and successfully meeting sales quotas and renewal goals
Problem Solving – strong problem-solving skills, with the ability to logically problem-solve on the fly. Ability to ask insightful questions to improve client offerings and delivery methodologies

Soft Skills

• Leadership – leads clients and the team with empathy
• Client Minded – puts the client first. Experience in doing right by clients through saying no when it is the right call for the client’s success, even if a yes is the desire or expectation
• Communication – communicates clearly to external and internal stakeholders with radical candor and is adept in sharing appropriate information depending on the audience
• Resourcefulness – takes the initiative to problem solve before asking for assistance. Defaults to be their own advocate
• Passion – passionate about Softdocs’s client base, product, and service offerings

Bonus If You Have

• Experience working within Professional Services, managing or consulting on enterprise projects
• Marketing, Sales, and or Sales Engineering experience
• Experience working for a high-growth SaaS company
• Experience with Salesforce and Client Success and/or similar CRM tools

Required Education and Experience

• 3 – 5 years of experience in a client-facing, consulting, customer success, account management, project management, sales, or similar role
• Experience working with clients in the education, local, and/or state government sectors

Working Conditions

• Up to 25% travel

What We Look For

• Passion & Grit – we look for individuals who are passionate about client success and revolutionizing the education and government sectors. Those willing to dig in and learn from day one
• Resourcefulness – our culture offers a lot of autonomy. We admire individuals who take ownership of initiatives and drive them to successful outcomes - without a lot of oversight
• Team Minded – do right by your colleagues. It is about what is best, not who is right. Teach what you know
• Client Minded – do right by your clients. Ability to listen and hear what the client is saying and not saying to deliver a superior client success experience

What We Offer

• Remote Position – this role is 100% remote!
• Direct Access to our CEO – direct access to ask our CEO anything starting day 1!
• Benefits – Medical (PPO & HDHP w/ HSA and FSA options), Dental, Vision, 401K, Disability Insurance, $15,000 Life Insurance, flexible PTO, 13 Holidays, paid Parental Leave
• Remote Work Office Set Up – we give you a stipend to purchase the laptop you’d like and supporting equipment you need to do your best work!
• Flexibility – set your work hours while cognizant of work priorities, and being available for clients is critical
• Professional Development – you will develop your skillsets within and outside the role and have opportunities to excel professionally and personally

Applicants must be legally authorized to work in the United States. Final offers of employment are contingent upon the successful completion of a background check.

Customers across
education and government

Our Values

Grit

We work toward a shared solution—clients and employees alike.

We create a welcoming environment that embraces differences and offers respect for everybody.

We are open, honest and willing to give and receive feedback, judgement-free.

We constantly seek to learn new things, adapt to new challenges and inquire more deeply.