Manager, Customer Success SML Market
NetDocuments is seeking a strategic, data-driven Manager of Customer Success to lead our SMB/Mid-Market Customer Success team. This high-performing group consists of six Customer Success Managers responsible for approximately 6,000 accounts. The role focuses on designing and operationalizing scalable, tech-touch, and one-to-many engagement models that drive measurable outcomes across a large account base. This position reports directly to the Vice President of Customer Success.
Key responsibilities include leading, coaching, and developing the team to foster a high-accountability, high-support culture. The manager will design and continuously optimize a tech-touch model serving long-tail accounts with minimal manual effort. Additionally, the role involves owning team-level Gross and Net Revenue Retention targets, developing customer journey playbooks, and establishing dashboards for leadership visibility into team KPIs and account risk. Collaboration with Sales, Marketing, and Product teams is essential to ensure seamless handoffs, co-develop customer campaigns, and surface customer feedback.
The ideal candidate will have over five years of experience in Customer Success, Account Management, or a related customer-facing role within a B2B SaaS company, including at least two years of direct people management experience. A demonstrated track record of improving Gross and Net Revenue Retention year-over-year in an SMB or mid-market segment is required. Proficiency with Gainsight and Salesforce, experience designing and managing one-to-many Customer Success programs, and the ability to analyze customer data to identify trends are also essential. A bachelor's degree in Business or a related discipline, or equivalent professional experience, is required.
NetDocuments offers a comprehensive benefits package, including 90% company-covered healthcare premiums, Health Savings Account contributions, a 401K match at 4% with immediate vesting, flexible PTO (typically 3 to 4 weeks a year), 10 paid holidays, monthly contributions for life activities and wellness, and access to LinkedIn Learning with dedicated monthly exploration time. The company has been recognized with multiple awards, including being named among Inc. Magazine’s 5000 Fastest-Growing Private Companies in America and receiving accolades for workplace flexibility, compensation and benefits, and employee well-being.