Customer Success Manager - SaaS

NetDocuments; New York (NY); Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

90% healthcare premiums company covered

HSA company contribution

401K match at 4%

Flexible PTO

Monthly wellness contributions

Access to LinkedIn Learning

Job summary

A leading cloud-based content management provider in New York is seeking an Onboarding Customer Success Manager with experience in the legal industry. This role will focus on building long-term client retention and assisting the sales team with upselling. The ideal candidate will have a Bachelor's degree in Business and 4+ years of experience in customer success or account management within a SaaS environment. This hybrid position includes a competitive salary and comprehensive benefits.

Qualifications

• 4+ years of experience in software technology in account management, marketing, customer success, or project management with a SaaS company.
• Experience in the legal industry is preferred.

Responsibilities

• Serve as the primary contact for a portfolio of legal industry clients.
• Use Gainsight for monitoring health scores and managing risk alerts.
• Manage renewals and drive account growth.

Skills

Client Relationship Management

Gainsight Administration

Product Adoption

Retention Strategies

Data Analysis

Education

Bachelor’s degree in Business discipline or equivalent

Tools

Salesforce

Gainsight

Power BI

Job description

NetDocuments is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity without phone, video, and in person meetings and communications from emails using the @netdocuments.com domain. If you have any concerns or questions about communications you have received, please send them to [e-mail] so our team members can review.

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, 2023, & 2024 list of Inc. Magazine’s 5000 Fastest‑Growing Private Companies in America.

Other recent awards include:

• Two‑time winner (2024, 2023) National Top Workplaces
• Two‑time winner (2024, 2023) Top Workplace innovation
• Three‑time winner (2023, 2022, 2021) Top Workplace in the US by the Salt Lake Tribune
• Three‑time winner (2023, 2022, 2021) Best Companies to Work for by Utah Business magazine
• Three‑time winner (2024, 2023, 2022) Top Workplace Work‑Life Flexibility
• Three‑time winner (2024, 2023, 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!

Your opportunity for impact:

NetDocuments is seeking a Onboarding Customer Success Manager in the New York area who has experience working with or in the Legal Industry. This role will support our customers, building long‑term client retention through presenting product information, assisting the sales team with upselling and renewals, and addressing customer issues. The CSM will be responsible for onboarding new customers. This role will be reporting to the Senior Manager, Customer Success.

What your contributions will be:

• Client Relationship Management
  • Serve as the primary point of contact for a portfolio of legal industry clients
  • Develop strategic relationships
  • Act as a consultative advisor
• Gainsight Administration & Strategy
  • Use Gainsight daily to monitor health scores, automate workflows, log activities, and manage proactive engagement and risk alerts for accounts with churn or low engagement risks.
• Adoption
  • Ensure smooth product adoption tailored to legal workflows and compliance requirements.
• Retention & Expansion
  • Manage renewals, identify upsell and cross‑sell opportunities and drive account growth.
  • Manage and identify churn for customers, creating action plans and working with other internal teams to rectify.
• Voice of the Customer
  • Advocate internally for client needs
  • Provide feedback to improve product roadmap, user experience, and service delivery.
• Business Reviews & Insights
  • Conduct regular business reviews (QBRs) to demonstrate ROI and adoption
  • Align product usage with client goals and develop actionable insights using data‑driven analysis from platforms like Salesforce, Splunk, and Power BI.
• Documentation & Enablement
  • Maintain detailed records of client interactions, milestones, and sentiment using Gainsight Timeline and CTAs
  • Lead enablement and adoption efforts for legal teams transitioning to for existing and new product sets
• Legal Industry Expertise
  • Understand and address the unique challenges, regulatory requirements, and compliance nuances of legal clients, offering tailored solutions and best practices.

Required Education and Experience:

• Bachelor’s degree in Business discipline or equivalent years’ experience
• 4+ years in software technology in account management, marketing, customer success, training/consulting services, or project management with a SaaS company.

Preferred Experience:

• Legal industry experience preferred
• Gainsight and Salesforce

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 20% variable 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.

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.