Customer Success Manager - eDOCS

1/21/2026

As a Customer Success Manager, you will own a strategic set of accounts and champion your customers’ outcomes. You will deepen relationships, mitigate risks, and uncover opportunities that deliver measurable ROI for customers and NetDocuments.

Salary

70000 - 80000 USD

Working Hours

40 hours/week

Company Size

201-500 employees

Language

English

Visa Sponsorship

About The Company

NetDocuments is enterprise content management in the cloud. Small to large organizations, including many of the Am Law 100 firms, rely on NetDocuments’ modern, secure solution for intelligent and confidential document and email management. With decades of document management experience, NetDocuments continually enhances the application, providing customer firms the most innovative solution for document and email management available in the market today. By eliminating on-premises or hosted system hardware and moving into the security of the cloud, the IT burden is dramatically decreased, reducing the cost and complexity of the DMS. No other cloud-based document management solution is more secure than NetDocuments. Data security and strict digital asset protection are key differentiators of the service that allow law firms and other industries with strict compliance and security guidelines to confidently store and collaborate on their documents and email. Additionally, our powerful integrations with Microsoft Office allow for smart editing, drafting, searching, and version control. Extranets, secure links, and client portals provide collaboration and security to outside parties who need real time access to their documents. The pillars of our service include mobility, secure collaboration, disaster recovery, and compliance, and our SaaS (subscription-as-a-service) model requires us to proactively engage with our customers, ensuring we are meeting stringent requirements on a day-to-day basis. This includes managing a robust network for technical support and communities to share knowledge and insight regarding best practices.

About the Role

<div class="content-intro">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 <a class="Hyperlink SCXW172170175 BCX0" href="mailto:hrgroup@netdocuments.co" target="_blank">hrgroup@netdocuments.com</a> 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:  <ul> <li style="font-family: arial, helvetica, sans-serif;"> Two-time winner (2024, 2023) National Top Workplaces</li> <li style="font-family: arial, helvetica, sans-serif;"> Two-time winner (2024, 2023) Top Workplace innovation</li> <li style="font-family: arial, helvetica, sans-serif;"> Three-time winner (2023, 2022, 2021) Top Workplace in the US by the Salt Lake Tribune</li> <li style="font-family: arial, helvetica, sans-serif;"> Three-time winner (2023, 2022, 2021) Best Companies to Work for by Utah Business magazine</li> <li style="font-family: arial, helvetica, sans-serif;"> Three-time winner (2024, 2023, 2022) Top Workplace Work-Life Flexibility</li> <li style="font-family: arial, helvetica, sans-serif;"> Three-time winner (2024, 2023, 2022) Top Workplace Compensation & Benefits</li> <li style="font-family: arial, helvetica, sans-serif;"> 2024 Cultural Excellence</li> <li style="font-family: arial, helvetica, sans-serif;"> 2024 Technology Industry </li> <li style="font-family: arial, helvetica, sans-serif;"> 2023 Top Workplace Leadership</li> <li style="font-family: arial, helvetica, sans-serif;"> 2023 Top Workplace Purpose & Values</li> <li style="font-family: arial, helvetica, sans-serif;"> 2022 Top Workplace Employee Appreciation and Employee Well Being</li> </ul> NetDocuments is a hybrid, remote-friendly workplace. Come join our team and work inspired each day! </div>What You’ll Do  As a Customer Success Manager (CSM), you will own a strategic set of accounts and be the champion for your customers’ outcomes. This position requires eDOCS experience. If you do not have eDOCS experience, you will not be reviewed for this position. You’ll deepen relationships, mitigate risk before it becomes churn, and uncover opportunities that deliver measurable ROI for customers and NetDocuments.   You will <ul> <li>Serve as a primary point of contact for high value clients, addressing their unique inquiries, concerns, and requests in a proactive, timely and effective manner</li> <li>Collaborate with internal teams, including Support, Sales, and Product Development, to align solutions and enhance the overall customer experience</li> <li>Analyze and record customer data to identify trends, risks, and opportunities, providing insights to inform strategic, data driven decision-making</li> <li>Drive growth by mapping value to additional modules/solutions, identifying cross‑sell and upsell opportunities, and partnering with Renewals/Sales</li> <li>Capture the Voice of the Customer and collaborate with Product on prioritized feedback and roadmap insights</li> <li>Develop and improve playbooks along the customer journey to standardize excellence and scale outcomes</li> <li>Efficiently manage and respond to a high volume of client emails and calls, ensuring clarity, professionalism, and concise communication in a professional environment</li> </ul>   What You’ll Need to be Successful  <ul> <li>eDOCS experience is required</li> <li>5+ years in customer success, account management, or project management with a track record improving retention and driving growth</li> <li>Trusted advisor relationship skills—able to influence stakeholders from admins to executives</li> <li>Executive‑ready communication (written, verbal, and presentation) with strong meeting facilitation</li> <li>Data‑driven mindset; comfortable interpreting health metrics and translating insights into action</li> <li>Cross‑functional collaborator who thrives partnering with Support, Sales, Services, and Product</li> <li>Business acumen and problem‑solving orientation; you connect product capabilities to real business outcomes</li> <li>Bachelor’s degree in a business/related discipline or equivalent experience</li> </ul>   What Will Make You Stand Out <ul> <li>Background in legal tech</li> <li>Experience with Gainsight and Power BI (or similar CS/analytics tools).</li> </ul>   What You’ll Love About NetDocuments  <ul> <li>The People! </li> <li>90% healthcare premiums company covered </li> <li>HSA company contribution </li> <li>401K match at 4% with immediate vesting </li> <li>Flexible PTO (typically 3 to 4 weeks a year) </li> <li>10 paid holidays </li> <li>Monthly contributions for life activities & wellness </li> <li>Access to LinkedIn learning with monthly dedicated time to explore </li> </ul>   Compensation Transparency: The annual compensation range for this position is: $70,000 - $80,000 base plus 20% variable bonus. The posted cash compensation for this position includes on target earnings, base salary and variable if applicable. Some roles may qualify for overtime pay. Individual compensation packages are determined based on various factors specific to each candidate, such as career level, skills, experience, geographic location, qualifications, and other job-related considerations <h6>#LI-HYBRID</h6> <h6>#LI-REMOTE</h6><div class="content-conclusion">Equal Opportunity  NetDocuments is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are based on business needs, job requirements, individual qualifications, without regard to race, color, religion, sex, (including pregnancy), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity and/or expression, military and veteran status, or any other status protected by laws or regulations in the locations where we operate. NetDocuments believes diversity and inclusion among our employees is critical to our success, and we are committed to providing a work environment free of discrimination and harassment. </div>

Key Skills

Customer SuccessAccount ManagementProject ManagementCommunicationData AnalysisCollaborationProblem SolvingBusiness AcumeneDOCS ExperienceGainsightPower BILegal Tech