Customer Success Manager
We are currently looking for a Customer Success Manager to help drive the growth and adoption of SimplyAgree at a number of key accounts. The Customer Success team focuses, first and foremost, on the customer, to drive SimplyAgree adoption and demonstrate ongoing value. This critical function is responsible for planning and executing the onboarding of new customers, driving adoption through customized onboarding programs, facilitating end-user training, and creating opportunities for SimplyAgree to become a critical component of each customer's workflow. The Customer Success team also translates customer feedback into actionable information that can be used cross-functionally across the organization.
Details
- Location: We are a remote-first company, and you can work from anywhere. There will be occasional travel to visit customers, so proximity to a major airport will be considered.
- Competitive salary. $80,000 - $120,000 base / $96,000 - $150,000 OTE, depending on applicable experience, plus eligibility for equity compensation in a fast-growing company
- Generous benefits. Private healthcare insurance options for you and your family, including vision and dental care, a 401(k) savings plan, flexible spending accounts, a home office allowance, and more.
- Time to restore. A generous time-off policy, including unlimited PTO, with a suggested minimum of four weeks of vacation to recharge.
- Type of role: Permanent, full-time
Responsibilities
- Develop a deep understanding of assigned customers including key practice groups, stakeholders, areas of potential growth, account history, etc.
- Drive retention and usage among our customers by understanding their business needs and definition of success to deliver the most value.
- Lead rollout and change management efforts to optimize user success, including training end users and ensuring they have the resources to continue increasing their knowledge of SimplyAgree.
- Maintain customer relationships and provide regular reports to the Customer Success Team Lead and Chief Customer Officer on adoption initiatives, usage trends, and customer insights for each assigned customer account.
- Strategically leverage company leadership in customer conversations to deepen customer relationships.
- Conduct regular data analysis to identify critical data points that drive product adoption and usage.
- Work cross-functionally with other teams to ensure deliverables are completed on time.
- Represent the voice of the customer to inform our sales process and product roadmap.
Requirements
- 1 - 3 years in Customer Success and/or related Sales/Account Management roles in a vertical B2B SaaS industry
- Demonstrated experience managing and retaining a book of customer relationships
- Ability to travel to client sites and conferences
About SimplyAgree
SimplyAgree is a signature and closing management platform for attorneys managing complex private and public transactions. SimplyAgree is used by AmLaw 100, AmLaw 200 and boutique transactional law firms to settle and close transactions worth billions of dollars. We're looking to add to our small but growing team, in an industry ripe for disruption.
Our company values
At SimplyAgree, we're committed to delivering the best products and services to our customers, while creating a positive and enjoyable workplace for our team. By design, our company values are actionable, and it should be possible to call out when we are or are not living out our values.
- Pick up a mop. There are no bystanders here. We proactively look for ways to help our customers and each other.
- Steward your role. We are each responsible for the quality of our work. Act like an owner. Make it better.
- Acknowledge ignorance. Ignorance is not a flaw, and we don't hide from it. Certainty is an unrealistic expectation. We recognize when we don't know something. By admitting what we know and don't know, we can push forward in the face of ambiguity and frequent change.
- Ask good questions. Questions help us frame problems before suggesting solutions. We challenge our ideas and assumptions. We ask "why" until we get to the root of an issue.
- Check for understanding. We communicate clearly and empathetically. Mutual understanding requires that a message is received. With the recipient in mind, we remove barriers to understanding.
- Bring it up. We believe in radical candor. We are honest and respectful when confronting problems and misunderstanding. We expect our team members to voice concerns when something doesn't feel right and help each other to avoid pitfalls and impediments.