Enterprise Customer Success Manager

SimplyAgree; United States; Remote; USD 120,000 - 140,000; Full time

Job summary

SimplyAgree seeks an Enterprise Customer Success Manager to lead a portfolio of strategic customers, including prestigious law firms. In this role, you'll ensure our platform becomes integral to their workflows, driving adoption and providing valuable insights based on customer feedback to enhance our offerings. Enjoy generous benefits, competitive salary, and unlimited PTO in a remote-first company.

Benefits

Private healthcare insurance options

401(k) savings plan

Flexible spending accounts

Home office allowance

Unlimited PTO

Qualifications

• 3 - 5 years in Customer Success or related roles in B2B SaaS.
• Experience managing high-value customer relationships.

Responsibilities

• Identify and map relationships with assigned customers.
• Collaborate with Account Executives on new business.
• Drive adoption and account management initiatives.

Skills

Customer Success

Account Management

Consultative Approach

Job description

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Direct message the job poster from SimplyAgree

We are seeking an Enterprise Customer Success Manager to lead and manage a portfolio of our most valuable and strategic customers, which include some of the world’s largest and most prestigious law firms. In this pivotal role, you will be a part of our dedicated Customer Success team, where the focus is to drive the adoption of SimplyAgree and demonstrate its enduring value to our clients.

As an Enterprise CSM, you will ensure SimplyAgree becomes an integral part of each customer’s workflow, while also ensuring that they continue to extract optimal value from our platform. Employing a consultative approach, you will serve as a trusted strategic partner and the primary point of contact throughout their journey with us. Furthermore, your role will involve transforming customer feedback into actionable insights that can enhance our product and revenue operations.

Details

• Location: We are a remote-first company, and you can work from anywhere. There will be occasional travel to visit customers, so proximity to a major airport will be considered.
• Competitive salary. $120,000 to $140,000 Base / $150,000 to $175,000 OTE, plus eligibility for equity in a fast-growing company
• Generous benefits. Private healthcare insurance options for you and your family, including vision and dental care, a 401(k) savings plan, flexible spending accounts, a home office allowance, and more.
• Time to restore. A generous time-off policy, including unlimited PTO, with a suggested minimum of four weeks of vacation to recharge.
• Type of role: Permanent, full-time

Responsibilities

• Identify, establish, and map key relationships with assigned customers to help drive adoption and account management initiatives
• Collaborate with Account Executives during the sales process to design effective proofs of concept, gather valuable end-user feedback, and drive the successful close of new business
• Develop comprehensive rollout plans and timelines with clearly defined goals and milestones
• Collaborate with Customer Success Associates to design engaging user onboarding programs that drive adoption, create internal champions, and achieve firm-specific adoption targets
• Implement Customer Success playbooks to guide change management processes, providing consultative recommendations to achieve each customer's goals
• Meet or exceed customer retention goals by establishing regular check-in and communication schedules with relevant customer stakeholders
• Proactively identify opportunities for increased adoption to enhance customer account health
• Engage with stakeholders at conferences and other in-person events, representing the company professionally
• Identify opportunities for in-person customer visits that increase account health
• Represent the customer's voice to inform our sales process and shape our product roadmap

Requirements

• 3 - 5 years in Customer Success, law firm innovation, and/or related Sales/Account Management roles in a vertical B2B SaaS industry
• Demonstrated experience managing and retaining a book of high-value customer relationships
• Ability to travel to client sites and conferences

About SimplyAgree

SimplyAgree is a signature and closing management platform for attorneys managing complex private and public transactions. SimplyAgree is used by AmLaw 100, AmLaw 200 and boutique transactional law firms to settle and close transactions worth billions of dollars. We’re looking to add to our small but growing team, in an industry ripe for disruption.

Our company values

• Pick up a mop. There are no bystanders here. We proactively look for ways to help our customers and each other.
• Steward your role. We are each responsible for the quality of our work. Act like an owner. Make it better.
• Acknowledge ignorance. Ignorance is not a flaw, and we don’t hide from it. Certainty is an unrealistic expectation. We recognize when we don’t know something. By admitting what we know and don’t know, we can push forward in the face of ambiguity and frequent change.
• Ask good questions. Questions help us frame problems before suggesting solutions. We challenge our ideas and assumptions. We ask “why” until we get to the root of an issue.
• Check for understanding. We communicate clearly and empathetically. Mutual understanding requires that a message is received. With the recipient in mind, we remove barriers to understanding.
• Bring it up. We believe in radical candor. We are honest and respectful when confronting problems and misunderstanding. We expect our team members to voice concerns when something doesn't feel right and help each other to avoid pitfalls and impediments.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Strategy/Planning

• Industries

  Software Development

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Paid paternity leave

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