Provide implementation oversight to ensure alignment with NetDocuments standards, timelines, and customer expectations.
Drive resolution of partner and customer issues by identifying risks early, resolving blockers efficiently, and ensuring they are fully addressed.
Monitor partner performance using tools like Salesforce and Gainsight to identify and document risks, surface underperformance (e.g., certification gaps, delayed SOWs), and escalate issues as needed.
Support partner onboarding by shadowing their first implementation
reviewing deliverables, providing structured feedback, and validating readiness for independent delivery.
Conduct partner delivery readiness assessments (training/certification completion, delivery prerequisites) and confirm delivery-ready status prior to independent delivery.
Act as a liaison for partners—coordinating across internal teams to drive issue resolution, represent partner needs, and manage escalations through to closure.
Build strong relationships with both partners and customers to foster collaboration and ensure project success.
Present confidently to partners, customers, and internal stakeholders in meetings, project updates, and briefings.
Contribute to the creation of enablement tools, training content, and templates that support scalable partner and customer success.
Support strategic business outcomes, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and partner delivery KPIs.

Bachelor’s degree or equivalent experience
NetDocuments or other legal business technology experience required
2+ years’ experience of implementing Document Management Solutions business technology – principally to law firms
2+ years’ experience in customer account management and/or vendor account management
Competency in understanding contractual and design documents relating to business technology systems, such as statements of work and configuration design documentation
Working knowledge of SaaS implementation concepts (cloud, security, integrations) sufficient to review partner plans and communicate impacts clearly

Delivery Success Manager – Legal Tech

Key skills