Own the retention, renewal, and growth of an assigned portfolio of clients
Identify, develop, and help execute upsell, cross-sell, and expansion opportunities
Proactively identify and mitigate churn risk through strategic client engagement and remediation planning
Build trusted advisor relationships with executive sponsors, decision-makers, and operational stakeholders
Lead strategic business reviews focused on client outcomes, adoption, operational value, and future opportunities
Drive product adoption and overall client health across assigned accounts
Coordinate escalations and cross-functional client success efforts as needed
Maintain accurate forecasting, account activity, opportunity tracking, and client health data within Salesforce and associated tools
Partner internally with Sales, Professional Services, Support, Product, Engineering, and Marketing teams to improve client outcomes and overall client experience
Represent Softdocs at client events, and conferences, and via webinars and marketing initiatives
Identify and maintain client health scores and referenceable accounts by proactively monitoring, gathering, and documenting key client health indicators including relationship sentiment, survey feedback, product adoption and usage trends, services engagement, support trends, and overall account engagement within Salesforce and associated client success tools
Other duties as assigned

3–5+ years of experience in Client Success, Account Management, Consulting, Sales, Professional Services, Project Management, or similar client-facing roles
Experience managing complex client relationships and driving measurable business outcomes
Bachelor’s degree preferred or equivalent professional experience
Aptitude to learn and strategically position enterprise SaaS platforms, including ECM, forms, workflow, and automation solutions
Experience leveraging Salesforce or similar CRM/client success platforms for forecasting, account management, and client engagement tracking
Strong business technology acumen and ability to align software capabilities to organizational outcomes

Remote Position: 100% remote work from anywhere in the U.S.
Direct Access to Leadership: You’ll have open access to our CEO and senior leaders from day one.
Comprehensive Benefits: Medical, Dental, Vision, 401(k), Disability, $15,000 Life Insurance, flexible PTO, 13 holidays, and paid parental leave.
Laptop/Equipment Stipend: Choose your laptop and set up your remote workspace your way.
Professional Development: Grow through training, learning opportunities, and leadership exposure.
Mentorship & Collaboration: Work closely with senior leaders and cross-functional teams. Collaboration fuels innovation here.
People-First Culture: Bring your full self to work. We believe family time (however you define it) matters.
Retention Record: Our average employee tenure is over 5 years, with many team members here for more than a decade.

Client Success Manager

Key skills