Senior Customer Success Manager

2 weeks ago

New York City, United States CS Disco, Inc. Full time

Your Impact

The Senior Customer Success Manager oversees the onboarding process for your clients, providing strategic guidance on utilizing DISCO products and services to meet their specific goals, and serve as a primary point of contact.. They collaborate closely with our sales, services, and our product team to increase usage of DISCO within named accounts, identify upsell opportunities, and gather feedback from users to inform product development. They have a comprehensive knowledge of all DISCO software and service offerings, a solid grasp of the EDRM framework, and a natural inclination for solving our clients' everyday challenges. They also have the ability to manage client goals and address their challenges will contribute to enhancing customer retention, fostering loyalty, and driving overall DISCO growth.

What You'll Do

* Account Management: Serves as lead point of contact and builds executive-level relationships with assigned strategic accounts. Also acts as key contact for account internally by managing internal stakeholders and ensuring that different teams deliver.
* Client Success: Ensures successful adoption of solutions, achievement of ROI, and overall client satisfaction. Identifies expansion opportunities.
* Customer Advocacy: Advocates client needs and interests within the organization. Provides feedback to inform product and service enhancements.
* Sales Acumen: Effectively communicate the value proposition of DISCO products and services to clients, discover upsell and cross sell opportunities, and ultimately drive revenue growth by fostering long-term relationships.
* Meeting & Event Management: Plans and executes educational, networking, and motivational events for clients.

Who You Are

* 4+ years in a post-sales, customer success, account management or services role
* Strategic thinker with experience creating account plans and managing SaaS client relationships
* Excellent interpersonal and communication skills
* Experience in identifying and capitalizing on upselling and cross-selling opportunities
* Leadership abilities; own, drive and deliver on client initiatives.

Even Better If You Have…

* Experience in legal technology and understanding of all DISCO products and services
* Experience in planning and executing meetings, external and internal
* Customer-centric mindset with the ability to problem solve and proactively manage an account
* Strong working knowledge of renewals, upsells, and expansion
* Ability to collaborate effectively across departments and cultivate strong internal relationships to facilitate seamless teamwork and mutual support
* Analytical skills to synthesize data and provide strategic recommendations

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

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