Manager, Customer Success SML Market

NetDocuments is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity without phone, video, and in person meetings and communications from emails using the @netdocuments.com domain. If you have any concerns or questions about communications you have received, please send them to hrgroup@netdocuments.com so our team members can review.

 

NetDocuments is the world’s #1 trusted cloud-based content management and productivity platform that helps legal professionals do their best work. We strive to win together through passionate hard work, exploring new things and recognizing every interaction matters. 

NetDocuments provides rewarding career growth in an inclusive, diverse environment where employees are encouraged to openly contribute creative ideas and innovation, backed by supportive peers and leadership working together to achieve our goals as a unified team. 

At our core, we are dedicated to empowering our employees to drive successful business outcomes and better user experiences for our customers and partners. Our customer-centric approach and employee enablement has allowed us to enjoy many accolades, including being named among the 2022,  2023, & 2024 list of Inc. Magazine’s 5000 Fastest-Growing Private Companies in America. 

Other recent awards include: 

• Two-time winner (2024, 2023) National Top Workplaces
• Two-time winner (2024, 2023) Top Workplace innovation
• Three-time winner (2023, 2022, 2021) Top Workplace in the US by the Salt Lake Tribune
• Three-time winner (2023, 2022, 2021) Best Companies to Work for by Utah Business magazine
• Three-time winner (2024, 2023, 2022) Top Workplace Work-Life Flexibility
• Three-time winner (2024, 2023, 2022) Top Workplace Compensation & Benefits
• 2024 Cultural Excellence
• 2024 Technology Industry 
• 2023 Top Workplace Leadership
• 2023 Top Workplace Purpose & Values
• 2022 Top Workplace Employee Appreciation and Employee Well Being

NetDocuments is a hybrid, remote-friendly workplace. Come join our team and work inspired each day! 

 

What You’ll Do:

NetDocuments is seeking a strategic, data-driven Manager of Customer Success to lead our SMB/Mid-Market CS team—a high-performing group of 6 CSMs responsible for approximately 6,000 accounts. This role is a people management position responsible for leading and developing a team of Customer Success professionals, and requires prior experience managing direct reports rather than functioning as an individual contributor. This is not a traditional high-touch management role. The ideal candidate understands how to design and operationalize scalable, tech-touch and one-to-many engagement models that drive measurable outcomes across a large account base.

You will own the team’s Gross and Net Revenue Retention performance, build programmatic customer journeys, and leverage platforms including Gainsight, Salesforce, and AI-powered tools (including Claude) to automate, monitor, and optimize customer health at scale. This role reports directly to the VP of Customer Success.

You will: 

Team Leadership & Development

• 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

Tech-Touch & Scalable Engagement Model

• 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,