Address
Form of work
SalaryNetDocuments 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 list of Inc. Magazine’s 5000 Fastest-Growing Private Companies in America. Other recent awards include:
- 2023 National Top Workplaces
- Two-time winner (2021, 2022) Top Workplace in the US by the Salt Lake Tribune
- Two-time winner (2021, 2022) Utah’s Best Companies to Work for by Utah Business magazine
- 2022 Employee Appreciation and Employee Well Being by the Salt Lake Tribune
- 2022 Top Workplace in the US by the Salt Lake Tribune for the Technology Industry
- 2022 Top Workplace in the US by the Salt Lake Tribune for Compensation & Benefits
- 2022 Top Workplace in the US by the Salt Lake Tribune for Work-Life Flexibility
- 2021 Top Workplace in the US by the Salt Lake Tribune for Remote Work
- 2021 Top Workplace in the US by the Salt Lake Tribune for Top Managers
- 2021 Top Workplace in the US by the Salt Lake Tribune for Compensation
- 2021 Coolest Tech Companies to Work for by Dev Mountain
NetDocuments is a hybrid, remote-friendly workplace. Come join our team and work inspired each day!
About the opportunity:
NetDocuments is seeking an Onboarding Customer Success Manager. You will be the first point of contact for our new customers (after implementation), guiding them through the initial stages of their journey with our products and services. You will be instrumental in improving time to value, enabling customers to quickly realize the benefits of their investment, reducing churn within the first year, and driving product adoption. Your primary focus will be on engaging with SMB clients, understanding their needs, and maximizing their utilization of NetDocuments solutions to achieve their business objectives. This role will report to the Onboarding Manager in Customer Success.
What your contributions will be:
- Develop and execute onboarding plans tailored to each SMB clients unique needs, with a focus on rapid enablement and adoption.
- Serve as a primary point of contact for SMB clients, addressing their unique inquiries, concerns, and requests in a timely and effective manner
- Collaborate with internal teams, including Sales, Marketing, and Product Development, to align strategies and enhance the overall customer experience for SMB clients
- Analyze customer data to identify trends and opportunities for SMB clients, providing insights to inform strategic decision-making
- Foster close relationships with SMB clients to gather feedback, understand their needs, and proactively address any challenges they may encounter
- Identify opportunities for cross-selling and upselling NetDocuments solutions to SMB clients to increase annual recurring revenue
- Assist in the creation of playbooks along the customer journey to track activity, identify risks, and promote product adoption among SMB clients.
- Work closely with internal departments to create customer-facing content and collateral to support SMB clients in maximizing the value of NetDocuments solutions
- Facilitate communication between NetDcouments and key SMB clients, ensuring their voices are heard and their needs are addressed effectively
What you will bring to the team:
- Proven track record of impacting churn and driving growth in a customer-facing role
- Strong relationship-building skills with the ability to establish rapport and trust with SMB clients
- Exceptional organizational and communication skills, both written and verbal
- Ability to present effectively to internal and external stakeholders, conveying complex information in a clear and concise manner
- Collaborative mindset with the ability to work effectively within cross-functional teams
- Customer Orientation with a focus on problem-solving and solution implementation
- Business Acumen with a strategi approach to Customer Success
- Strong understanding of Customer Success principles and practices, including onboarding, adoption, and churn reduction.
- Empathy and a genuine desire to solve customer problems and contribute to their success.
Required Education and Experience:
- 4+ years previous experience leading Customer Success, account management, or a related customer-facing role within a technology company.
- Bachelor’s degree in business discipline or equivalent years’ experience
Preferred Experience:
- Familiarity with the legal industry and its unique challenges
- Gainsight and/or GuideCX experience
What you will receive:
- 90% healthcare premiums company covered
- HSA company contribution
- 401K match at 4% with no vesting period
- Twice a year merit increases
- Flexible time off typically 3 to 4 weeks a year, not including the 9 paid holidays
- Authenticity and accountability from leadership
- Connection, access, and mentorship from exceptional leaders
- Growing company with opportunities for advancement
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.
