Softdocs

Customer Success Manager

• 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

Client Success Manager