Manager, Customer Success SML Market

Responsibilities

• 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 outcom

Benefits

Additional Information

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 hrgroup@netdocuments.co m 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: Five-time winner (2025, 2024, 2023, 2022, 2021) Top Workplace in the US by the Salt Lake Tribune Four-time winner (2025, 2023, 2022, 2021) Best Companies to Work for by Utah Business magazine Three-time winner (2025, 2023, 2022) Top Workplace Employee Appreciation and Employee Well-Being Three-time winner (2024, 2023, 2022) Top Workplace Work-Life Flexibility Three-time winner (2024, 2023, 2022) Top Workplace Compensation & Benefits Two-time winner (2024, 2023) National Top Workplaces Two-time winner (2024, 2023) Top Workplace Innovation 2025 Remote Work 2024 Technology Industry NetDocuments is a hybrid, remote-friendly workplace. Come join our team and work inspired each day!

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