Sr. Customer Success Manager

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!

Your opportunity for impact:

NetDocuments is seeking a Onboarding Customer Success Manager. 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

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 annual compensation range for this position is: $85,000 - $95,000 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 co…