Manager, Customer Success SML Market

NetDocuments is seeking a strategic, data-driven Manager of Customer Success to lead our SMB/Mid-Market CS team—a high-performing group of 6 CSMs responsible for approximately 6,000 accounts. The ideal candidate understands how to design and operationalize scalable, tech-touch and one-to-many engagement models that drive measurable outcomes across a large account base.

Requirements

• 5+ years in Customer Success, Account Management, or a related customer-facing role within a B2B SaaS company
• 2+ years of direct people management experience leading a CS team
• Demonstrated track record of improving GRR and NRR year-over-year in an SMB or mid-market segment
• Hands-on experience building and running a tech-touch or digital CS model at scale (500+ accounts or more)
• Proficiency with Gainsight—including playbook creation, health scoring, journey orchestration, and reporting
• Proficiency with Salesforce—opportunity management, reporting, and integration with CS workflows
• Experience designing and managing one-to-many CSM programs (webinars, campaigns, digital success centers)
• Ability to analyze customer data, identify trends, and translate insights into actionable strategies
• Bachelor’s degree in Business or a related discipline, or equivalent professional experience

Benefits

• 90% healthcare premiums company covered
• HSA company contribution
• 401K match at 4% with immediate vesting
• Flexible PTO (typically 3 to 4 weeks a year)
• 10 paid holidays
• Monthly contributions for life activities & wellness
• Access to LinkedIn learning with monthly dedicated time to explore