Manager of Customer Success-SaaS

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 ***email_hidden*** 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!

What You’ll Do

NetDocuments is seeking a strategic, data-driven Manager of Customer Success to lead our SMB/Mid-Market CS team—a high-performing group of 6 CSMs responsible for approximately 6,000 accounts. This is not a traditional high-touch management role. The ideal candidate understands how to design and operationalize scalable, tech-touch and one-to-many engagement models that drive measurable outcomes across a large account base.

You will own the team’s Gross and Net Revenue Retention performance, build programmatic customer journeys, and leverage platforms including Gainsight, Salesforce, and AI-powered tools (including Claude) to automate, monitor, and optimize customer health at scale. This role reports directly to the VP of Customer Success.

You will

Team Leadership & Development

• Lead, coach, and develop a team of 6 SMB/Mid-Market CSMs, fostering a high-accountability, high-support culture
• Set clear performance expectations tied to GRR, NRR, health scores, and engagement activity
• Conduct regular 1:1s, pipeline reviews, and skill development sessions
• Build career pathing frameworks and succession plans within the CS org

Tech-Touch & Scalable Engagement Model

• Design, build, and continuously optimize a tech-touch model that serves long-tail accounts with minimal manual effort
• Create one-to-many programs including automated email journeys, in-app campaigns, digital success centers, webinar series, and knowledge base content
• Play a key role in defining and revamping the NetDocuments customer portal and community—shaping the strategy, content structure, and engagement model that will serve as a primary self-service and peer-learning destination for thousands of customers
• Define clear segmentation criteria that determine which accounts receive high-touch, low-touch, or tech-touch coverage
• Leverage AI tools to assist CSMs in drafting communications, identifying risk signals, and accelerating customer research

Retention & Revenue Growth

• Own team-level GRR and NRR targets; develop and execute strategies to hit and exceed them
• Build renewal forecasting processes in coordination with the Renewals team
• Identify and operationalize expansion signals (upsell, cross-sell) through Gainsight and Salesforce data
• Serve as an escalation point for at-risk accounts; partner with Sales and Support to resolve churn risks

Playbook & Process Development

• Develop and maintain customer journey playbooks from onboarding through adoption, renewal, and expansion
• Build risk escalation playbooks with clear ownership, SLAs, and handoff protocols
• Create standardized QBR/EBR templates and coaching guides for the CSM team
• Continuously test, iterate, and document playbooks based on outcome data

Data, Health Scoring & Analytics

• Own customer health score design and calibration in Gainsight across all account segments
• Establish dashboards and reporting cadences for leadership visibility into team KPIs and account risk
• Analyze behavioral and usage data to identify leading indicators of churn and expansion
• Drive a culture of data-informed decision making within the team

Cross-Functional Collaboration

• Partner with Sales to ensure seamless handoffs, expansion pipeline visibility, and joint account planning
• Collaborate with Marketing to co-develop customer campaigns, case studies, and advocacy programs
• Work with Product to surface customer feedback, influence roadmap prioritization, and close the loop on issues
• Own participation in NPS and CSAT feedback programs—analyze results at the team and segment level, identify systemic themes, and drive cross-functional change initiatives that measurably improve the customer experience and sentiment scores over time
• Align with the Renewals team on renewal forecasting, risk flags, and upsell opportunity creation

What You’ll Need to be Successful

• 5+ years in Customer Success, Account Management, or a related customer-facing role within a B2B SaaS company
• 2+ years of direct people management experience leading a CS team
• Demonstrated track record of improving GRR and NRR year-over-year in an SMB or mid-market segment
• Hands-on experience building and running a tech-touch or digital CS model at scale (500+ accounts or more)
• Proficiency with Gainsight—including playbook creation, health scoring, journey orchestration, and reporting
• Proficiency with Salesforce—opportunity management, reporting, and integration with CS workflows
• Experience designing and managing one-to-many CSM programs (webinars, campaigns, digital success centers)
• Ability to analyze customer data, identify trends, and translate insights into actionable strategies
• Bachelor’s degree in Business or a related discipline, or equivalent professional experience

What Will Make You Stand Out

• Experience in the legal technology or legal services industry
• Experience using AI tools in a professional CS or operations context, including: large language models such as Claude (Anthropic) and ChatGPT (OpenAI) for drafting communications, summarizing account context, and accelerating research; Microsoft Copilot for productivity workflows within Office 365; and AI features embedded in Gainsight or Salesforce (e.g., predictive health scoring, generative email assist). Candidates should be able to speak to specific use cases where AI reduced manual effort or improved team output
• Experience managing CSMs who each own 500–1,500 accounts in a pooled or segmented model
• Gainsight certification or equivalent platform credential
• Experience with digital adoption platforms (e.g., Pendo)
• Familiarity with content management or document management solutions
• Experience building VOC (Voice of Customer) programs and NPS/CSAT measurement loops

What You’ll Love About NetDocuments

• The People!
• 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 life activities & wellness
• Access to LinkedIn learning with monthly dedicated time to explore

Compensation Transparency

The compensation range for this position is: $120,000 - $130,000 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.