Senior Customer Success Manager - Remote Eligible

Senior Customer Success Manager

As a Senior Customer Success Manager on our team, you will play a critical role in ensuring our customers achieve their desired outcomes and realize the full value of our platform. You are directly responsible for the success of these customers, through onboarding, driving adoption, and reducing churn. You will act as the voice of your users in sharing their feedback across the organization, and defining and proposing new product features to enhance DraftWise's impact on our customers.

We are quickly growing the number of customers we are working with so you will be instrumental in designing scalable operations, identifying ways to better support more customers over time and selecting the tools you need to do the job well.

We are a small team and expect all members to flexibly help wherever the company needs them the most - if you have an idea for what DraftWise needs, we want to empower you to pursue that project. You will have broad ownership over your initiatives, the ability to shape our culture as we grow and flexibility over your schedule. We will push you to develop a portfolio of customers all using DraftWise, sharing ideas for its improvement and being the voice of your users.

What We Value

• Strong communication skills in an open environment.
• Creating an environment of trust through well-intentioned feedback.
• Skills to work independently and make decisions with minimal supervision.
• Interest in working in a dynamic environment with dynamic objectives.

About You

We're looking for employees who have:

• Exceptional communication skills with an emphasis on building trust
• Proven track record of driving customer engagement, retention, and expansion
• Passion for seeing customers succeed with the product you helped build
• Passion for building communities of evangelists amongst our customers
• Experience designing software training and analyzing cohort retention
• Interest in the legal industry or in language analytics
• 6+ years in customer-facing roles in a SaaS environment

It's also great if you have:

• Interest in designing scalable company processes from an early stage
• Experience in the legaltech industry
• Experience upselling customers on new features and products
• Interest in product management and user experience design
• Comfort with data analytics and reporting

What We Offer

• Flexible remote work - with a hybrid option if desired
• Equity plan
• Competitive salary
• Private medical care
• New laptop and a work-from-home stipend for necessary accessories
• Generous PTO / sick leave
• Opportunity to lead our company as we disrupt the legal world