Enterprise Customer Success Manager

Summary

Join DISCO as an Enterprise Customer Success Manager (CSM) and cultivate lasting relationships with our largest and most complex clients. As a trusted partner, you will ensure the value of DISCO is evident in every interaction, driving adoption and growth within accounts. You will analyze client data to improve account health and client experiences, collaborating cross-functionally to address client concerns. This role requires 7+ years of client success or account management experience in a rapidly growing SaaS company, working with multimillion-dollar corporations and law firms. You will leverage playbooks, relationship building, and problem-solving skills to deliver results. The ideal candidate possesses excellent communication skills and a customer-centric approach.

Requirements

• 7+ years of client success or account management for a rapidly growing SaaS company
• Experience working with multimillion dollar corporations and law firms
• Experience partnering with clients through leveraging playbooks, relationship building and problem solving to deliver results
• Knowledge and understanding of the eDiscovery industry
• Excellent presentation and communication skills (oral and written)
• Understanding of the eDiscovery market
• Customer-centric thought process with the ability to provide process improvement to the client experience
• A problem solver, who is able to manage expectations, as well as provide positive impact to the relationship
• Highly analytical with experience manipulating data to create insights and inform business decisions

Responsibilities

• Client Relationship Management: Builds long-lasting relationships with clients, by identifying key stakeholders and cultivating them into fervent supporters of DISCO
• Serves as the main external point of contact for any escalations, ensuring swift issue resolution
• Provides proactive management and risk mitigation for DISCO clients to ensure their sustained success and account expansion
• Adoption and Growth: Drives adoption and growth within accounts through proactive user outreach and adoption strategies aimed at reinforcing ROI for all active users
• Designs and executes quarterly Business Reviews with key stakeholders to identify opportunities for enhancing the client experience, growing usership of existing solutions, and aligning new products with client business goals
• Performance Analysis and Improvement: Analyzes business processes and client data to quantify account health, prioritizing internal process changes, and client outreach
• Monitors trends in Net Promoter Score (NPS) and Customer Satisfaction (CSAT) for assigned accounts to ensure company efforts result in improved client experiences
• Tracks critical feedback from meetings with client executives and advocates for product and process changes to enhance CSAT
• Cross-Functional Collaboration: Collaborates cross-functionally within and across various internal functions to address client concerns and barriers
• Provides solutions to clients by utilizing strong problem-solving skills and an analytical approach
• Builds strong internal connections to ensure support and delegates and manages multiple tasks that are in flight

Preferred Qualifications

• Experience working in a rapidly scaling organization with multiple products
• Previously worked in a SaaS organization, which also provided professional services surrounding the core software products

Benefits

• Benefits, including medical, dental and vision insurance, as well as 401(k)
• Competitive salary plus RSUs
• Flexible PTO
• Opportunity to be a part of a company that is revolutionizing the legal industry
• Growth opportunities throughout the company