Customer Success Manager

• Provide implementation oversight to ensure alignment with NetDocuments standards, timelines, and customer expectations—including review of migration and configuration plans in high-risk or complex environments.
• Take ownership of partner and customer challenges by identifying risks early, resolving issues efficiently, and ensuring they are fully addressed.
• Monitor partner performance using tools like Salesforce and Gainsight to identify 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.
• Act as a liaison for partners—coordinating across internal teams to resolve issues, represent partner needs, and ensure aligned support throughout the implementation process.
• 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.
• Other duties as assigned.

Delivery Success Manager - Legal Tech

Salary

Job Level

Tech Stack

About the role

Requirements

Treasury Manager

Technical Account Manager - Spanish Speaking

Governance, Risk and Compliance Manager

Trading Product Adoption Specialist

Inside Sales Representative, Bilingual Portuguese