Manager of Customer Success-SaaS

NetDocuments provides a cloud-based content management and productivity platform for legal professionals. The Manager of Customer Success leads the SMB/Mid-Market customer success team, owning retention outcomes and scalable customer engagement, health, and growth programs.

Responsibilities:

• 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
• 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
• 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
• 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 outcome data
• Own customer health score design and calibration in Gainsight across all account segments
• Establish dashboards and reporting cadences for leadership visibility into team KPIs and account risk
• Analyze behavioral and usage data to identify leading indicators of churn and expansion
• Drive a culture of data-informed decision making within the team
• Partner with Sales to ensure seamless handoffs, expansion pipeline visibility, and joint account planning
• Collaborate with Marketing to co-develop customer campaigns, case studies, and advocacy programs
• Work with Product to surface customer feedback, influence roadmap prioritization, and close the loop on issues
• Own participation in NPS and CSAT feedback programs—analyze results at the team and segment level, identify systemic themes, and drive cross-functional change initiatives that measurably improve the customer experience and sentiment scores over time
• Align with the Renewals team on renewal forecasting, risk flags, and upsell opportunity creation

Requirements:

• 5+ years in Customer Success, Account Management, or a related customer-facing role within a B2B SaaS company
• 2+ years of direct people management experience leading a CS team
• Demonstrated track record of improving GRR and NRR year-over-year in an SMB or mid-market segment
• Hands-on experience building and running a tech-touch or digital CS model at scale (500+ accounts or more)
• Proficiency with Gainsight—including playbook creation, health scoring, journey orchestration, and reporting
• Proficiency with Salesforce—opportunity management, reporting, and integration with CS workflows
• Experience designing and managing one-to-many CSM programs (webinars, campaigns, digital success centers)
• Ability to analyze customer data, identify trends, and translate insights into actionable strategies
• Bachelor's degree in Business or a related discipline, or equivalent professional experience
• Experience in the legal technology or legal services industry
• Experience using AI tools in a professional CS or operations context, including: large language models such as Claude (Anthropic) and ChatGPT (OpenAI) for drafting communications, summarizing account context, and accelerating research; Microsoft Copilot for productivity workflows within Office 365; and AI features embedded in Gainsight or Salesforce (e.g., predictive health scoring, generative email assist). Candidates should be able to speak to specific use cases where AI reduced manual effort or improved team output
• Experience managing CSMs who each own 500–1,500 accounts in a pooled or segmented model
• Gainsight certification or equivalent platform credential
• Experience with digital adoption platforms (e.g., Pendo)
• Familiarity with content management or document management solutions
• Experience building VOC (Voice of Customer) programs and NPS/CSAT measurement loops