Manager, Customer Success

Summary

Join DISCO as a Manager, Customer Success and lead a team of Customer Success Managers (CSMs). You will foster professional growth within your team, ensuring exceptional customer onboarding, retention, and expansion. This role is vital for building strong customer relationships, driving strategic growth, and providing a world-class customer experience. You will lead and inspire your team, providing coaching and mentorship. You'll guide your team in developing strategies for revenue growth, retention, and expansion, while also collaborating with internal teams on innovative customer success programs. The ideal candidate will have 5+ years in a customer-facing role, 3+ years in people management, and experience in legal technology.

Requirements

• 5+ years in a customer or client-facing role, 3+ years in direct people management, with a demonstrated track record of success in leading and developing people
• 2 + years experience in the Legal Technology
• Deep understanding of SaaS business models and metrics (e.g., Monthly Recurring Revenue, Churn, Health/Sentiment Scoring), with the ability to guide a team in leveraging these for strategic decision-making
• Strong grasp of customer success methodologies and best practices (e.g., Success Planning, KPI development and reporting, scaled CS, Customer Journey Mapping), and the ability to coach and implement these across a team
• Proven ability in team leadership, development, and coaching, with a focus on cultivating high-performing individuals and fostering a collaborative team environment
• Familiarity with CRM systems like Salesforce and CS tools like Gainsight, and experience in leveraging these tools to drive team efficiency and customer insights
• Exceptional interpersonal, communication, and negotiation skills, with a demonstrated ability to influence, inspire, and develop strong relationships both internally and externally
• Strong analytical capabilities, with the ability to empower a team to identify growth opportunities, mitigate churn risks, and drive data-informed strategies

Responsibilities

• Lead and inspire a high-performing team of customer success managers, providing continuous coaching, mentorship, and opportunities for professional advancement
• Champion a culture of accountability, collaboration, and continuous learning, ensuring equitable workload distribution and maximizing team impact
• Drive recruitment and onboarding strategies to attract and retain top talent
• Guide your team in cultivating deep partnerships with customers, understanding their evolving business objectives, and consistently exceeding expectations
• Oversee the development and execution of strategies to drive revenue growth, retention, and expansion within the customer base
• Proactively monitor customer health and satisfaction, empowering your team to strategically address challenges and build lasting relationships with key stakeholders
• Equip and empower your team to identify, develop, and work alongside sales counterparts to close new opportunities within existing accounts
• Coach the team on effective value communication and the strategic positioning of solutions to secure expanded engagement and drive customer ROI
• Collaborate seamlessly with internal teams to design and implement innovative customer success programs and Adoption Plays that enhance the customer experience and drive product adoption
• Contribute to the strategic evolution of the Customer Success and Enablement organization, identifying opportunities for process improvements and new program development

Preferred Qualifications

• Experience specifically in the Ediscovery space
• Proven experience managing a team tasked to grow revenue, while ensuring customer satisfaction remains high

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