Manager, Customer Success

Your Impact

The Manager, Customer Success leads a team of customer success managers to ensure excellent customer onboarding, retention, and expansion.

What You'll Do

• Team Management: Recruits, onboards, and coaches a team of more entry-level customer success managers. Sets performance goals and implements them with direct reports. Determines the account assignments and overall utilization rate for the team ensuring balanced account assignments across the group. Coaches CSMs to grow their assigned accounts (Growth will be measured by the overall number of databases each account has, with a goal of becoming more sticky with each account and growing wallet share). 
• Customer Relationships and Strategy: Understands customer business objectives and meets and exceeds customer expectations in order to grow revenue. Monitors customer satisfaction and addresses potential concerns, often working strategically with cross functional colleagues. Cultivates relationships with key customer stakeholders. 
• Account Expansion: Coaches their team on developing and executing a robust strategy to identify and convert new opportunities within existing accounts. Proactively identifies opportunities for upselling and cross-selling.
• Collaboration and Education: Collaborates with various teams to design expansion campaigns through Adoption Plays. Educates customers on the benefits of expanded engagement.

Who You Are

• Bachelor's degree (or equivalent experience)
• 5+ years in a customer or client-facing role
• Experience in the eDiscovery or Legal Technology space
• Management and/or coaching of more junior team members 
• A demonstration of the ability to grow revenue, while ensuring customer satisfaction remains high
• Deep understanding of SaaS business models and metrics (e.g., Monthly Recurring Revenue, Churn, Customer Lifetime Value). 
• Strong grasp of customer success methodologies and tools. 
• Proven ability in team management, leadership, and coaching. 
• Familiarity with CRM systems like Salesforce. 
• Strong interpersonal, communication, and negotiation skills. 
• Analytical capabilities to identify growth opportunities and churn risks.

Perks of DISCO 

• Open, inclusive, and fun environment
• 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