Client Success Manager – eDiscovery

Our client, a leading software-as-a-service provider, is expanding and looking for a Client Success Manager to join their growing team. In this new role, the Client Support Manager will have the opportunity to proactively engage with clients in an effort to create value for the customer, increase adoption, uncover risk, and help ensure end users have a magical experience. This work will support company growth through increased revenue retention and account growth. Some experience as a client success and/or account manager is required along with experience driving revenue growth in a usage-based model. A proven track record of driving client satisfaction within a SaaS company paired with excellent verbal and written communication skills is a must. 

Please do not apply to this role if you do not have eDiscovery experience.

Job Responsibilities

  • Act as primary point of relationship for driving adoption and client health within an assigned list of approximately 50 accounts
  • Serve as ongoing concierge for clients to ensure best outcomes utilizing products and resources
  • Communicate value proposition effectively to all client stakeholders
  • Develop product and services knowledge in order to help clients achieve maximum value from their relationship with organization 
  • Increase user base and revenue through proactive value-add adoption plays, such as promoting training opportunities and product roadshows
  • Outreach to users on a prescribed cadence to build relationships, solicit feedback and uncover potential risk / experience issues
  • Participate in experience measuring functions such as NPS and CSAT
  • Deliver measurable and consistent KPIs across all accounts in your portfolio as set by Client Success leadership including accelerating the client journey to six consecutive matters and improving dollar net retention from a stated benchmark
  • Collaborate cross-functionally across the various internal functions including professional services, sales, and operations
  • Identify experience issues from client feedback and assist in finding ways to improve our product and go-to-market processes
  • Serve as an escalation point for client challenges to ensure issues are resolved quickly 
  • Provide solutions to our clients by utilizing strong problem-solving skills with an analytical approach

Qualifications

  • Client success and/or account management experience
  • Experience driving revenue growth in a usage based model 
  • Proven track record of driving client satisfaction within a SaaS company
  • Excellent verbal and written communication skills
  • Previous accountability to leading and lagging indicators related to revenue growth based on consistent and measurable performance management
  • A customer-centric thought process with the ability to provide process improvement
  • Experience learning and communicating value propositions of SaaS platforms 
  • Experience improving customer satisfaction
  • Ability to thrive in a fast-paced environment
  • Ability to work from our Austin, TX headquarters 

Preferred Qualifications

  • Have legal industry experience, including supporting clients in firms or legal departments
  • Have supported both software and services organizations in a client success function
  • Have been in or deeply collaborated with a sales organization

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