Customer Success Manager

About the Opportunity

This role is key in driving success and growth for a diverse range of clients by delivering high-impact service in a scalable, pooled support model. At the heart of this work will be the opportunity to engage with customers, thoughtfully guiding them through onboarding and workflow consultations, and empowering them to fully unlock the value of their investment.

Key Responsibilities

• Provide responsive and strategic support to help customers onboard smoothly and adopt powerful tools including but not limited to an overall understanding of API's and CRM integrations
• Be measured by the ability to deliver high-quality, scalable service while contributing to the overall health, retention, and growth of the accounts touched
• Lead personalized onboarding sessions, including launch plan meetings, training, and integration setup, ensuring customers hit the ground running
• Proactively drive product adoption through tailored consultations, product updates, and hands-on training, empowering customers to leverage the full potential of the platform
• Act as a key player in customer education by promoting self-serve resources such as the help center, public training sessions, and webinars
• Lead strategic business conversations with customers to connect capabilities to their core workflows and goals, clearly demonstrating measurable value and ROI
• Partner closely with Account Management, sharing critical insights that shape renewal strategies, uncover upsell opportunities, and inform customer expansion plans
• Leverage data from platforms to track customer engagement, identifying and taking action on accounts in need of additional support

Why This Role Is Exciting

Joining this organization means being part of an innovative company that is changing how businesses handle their document workflows. There is an opportunity to make a measurable impact by helping clients unlock productivity gains, streamline processes, and achieve their business goals. As part of the Customer Success team, this role is at the forefront of client satisfaction, directly contributing to continued growth and success. If there is a thrive in an ever-evolving environment and a love for the challenge of making customers successful, this is the role!

About You

• Experienced: Possess 2-3 years of SaaS customer success experience, handling high volumes of customer interactions in a fast-paced environment.
• Organized: Excel at managing multiple priorities, shifting workloads, and delivering high-quality service in a pooled resource model.
• Growth Mindset: Be open to feedback, adaptable to new challenges, and eager for personal and professional development.
• Agile: Be resourceful and can quickly adapt to changing environments while maintaining customer satisfaction and delivering results.
• Customer-Focused: With strong communication and empathy, build trust and ensure customer needs are met, fostering strong relationships.
• AI-Forward: Proactively leverage AI tools to synthesize customer data, automate routine tasks, and refine communication. Use AI not just for speed, but to elevate the quality of strategic insights and workflow consultations.
• Solution-Oriented: A natural problem solver, be self-motivated to identify root causes and deliver effective solutions for complex issues.
• Master Discovery & Lead Gen: Conduct deep-dive discovery during customer interactions to identify untapped business needs, translating those needs into value-based solutions and CSQLs that generate pipeline.
• Collaborative: Work well with cross-functional teams, sharing insights to drive customer retention and growth.
• Fun & Supportive: Enjoy lifting others up, creating a positive, collaborative environment where the team and customers can thrive.
• Strong Communicator: Possess excellent verbal and written communication skills, with a clear command of English.

Additional Information

Additional language proficiency is not required for this role; however, it is highly preferred given the global customer base.

Company Overview

This organization empowers more than 65,000 growing organizations to thrive by taking the work out of document workflow. The platform provides an all-in-one document workflow automation solution that helps fast scaling teams accelerate the ability to create, manage, and sign digital documents including proposals, quotes, contracts, and more.

Company Culture

The organization is known for its work-life balance, kind co-workers, and virtual team bonding events. Although team members are located remotely across the globe, there is a strong connection maintained with the help of technology, ensuring that everyone on the team feels like a team. Team members work best when they are happy. Talent is retained by upholding values of integrity and transparency, and selling a product that changes the lives of customers.

Benefits

• Employees may be able to purchase company stock (or receive annual bonuses)
• Employees (and their families) may enroll in the company's medical, dental, vision, short & long term disability, life insurance, FSA and 401k plans
• Employees will also receive 13.34+ hours of paid time off per month, 6 self care days, birthday PTO day, and 10 company paid holidays off per year

Pay

The annual OTE is up to $95,000 OTE (base + bonus combined).