Senior Customer Success Manager

2 weeks ago

Chicago, IL, United States Reveal USA Full time
Description

Job Description

Position: Senior Manager, Customer Success

Reports To: Director, Customer Success

Location: Chicago

Job Overview

The Senior Customer Success Manager is responsible for helping customers obtain the most value from Reveal's software platform. As a member of Reveal's Customer Success team, you will build relationships, understand customer objectives and challenges, determine, and mitigate customer risk, and identify product adoption and upsell opportunities.

The ideal candidate has strong business acumen and empathy to place oneself in a "customer's shoes," as well as demonstrated success within the eDiscovery or data forensics industries. Strong organization and time management skills are required to proactively manage and drive product adoption. Success criteria within the role will be tied to an ability to be a trusted customer partner who can effectively identify and mitigate account risk and rally all levels of Reveal management to retain and ultimately increase our customers' usage of all Reveal products.

From your seat in our beautiful new office in downtown Chicago, you will have access to many teammates to help respond to customers timely. Our office is in the heart of the loop with very convenient access to all major public transportation lines. This is a hybrid role (4 days in office, and 1 day work from home).

Responsibilities & Duties
  • Work closely with customers to ensure successful onboarding onto the Reveal platform.
  • Ability to multi-task and proactively manage the needs of multiple accounts.
  • Communicate effectively with all levels of a customer's management team, instilling a sense of confidence in Reveal's ability to resolve application issues.
  • Understand customer health and proactively mitigate renewal risk.
  • Manage and drive customer escalations to completion.
  • Hold Quarterly Business Reviews with customers to discuss the relationship and gauge satisfaction.
  • Identify upsell opportunities to add revenue and employ strategies to drive additional product usage.
  • Track and report usage metrics and identify trends, risks, and opportunities.
  • Provide feature walkthroughs for the latest product releases.
  • Collaborate with internal teams to address customer challenges.
  • Establish and provide eDiscovery strategies and best practices using the Reveal platform.
  • Build and cultivate strong customer relationships.
  • Serve as the voice of the customer internally to influence the product roadmap and to ensure features meet customer needs.
Characteristics
  • Driven, collaborative individual who is a team player.
  • Excellent organization and time management skills to handle multiple, competing demands.
  • Ability to quickly learn and understand technology.
  • Problem solver with strong attention to detail.
  • Excellent written and oral communication skills to manage expectations
Education & Experience
  • Bachelor's in technology (computer science, IT, etc.) or legal field (Paralegal, JD).
  • 5+ years' experience in account management or consulting within eDiscovery, data forensics, or legal industry.
  • Reveal, Brainspace, ACEDS, or other eDiscovery certification(s).
  • Proven track record in Sales, Customer Success, or Support in Legal and/or eDiscovery technology.
  • Prior experience in collaborating with and building strong relationships with customers.
  • Project Management experience and/or PMP certification preferred.
Benefits and Perks including but not limited to:
  • 401k match program
  • Comprehensive health benefits (Medical, Dental, Vision, and HSA/FSA)
  • Group Term Life Insurance and Voluntary Life Insurance option
  • Paid holidays
  • Paid vacation, sick, and personal days
  • FSA dependent care benefit
  • Childbirth recovery and bonding leave policies
  • Short and long-term disability benefits
  • Access to onsite gym and recreational area at our Chicago office
  • Friendly, collaborative, in-office work environment with ample opportunity for professional development.


For Illinois-based roles, the budgeted annual salary range is $108,800 to $128,000. This role includes a variable compensation component up to 15% of base salary. Compensation for this role will depend on a number of factors, including a candidate's qualifications, skills, competencies, and experience and may fall outside of the range shown. Reveal offers a competitive total rewards package, which includes the Benefits and Perks set forth above.

This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.

Hiring Policy

This job description reflects the present requirements of the position. As duties and responsibilities change and develop, the job description will be reviewed and subject to amendment.

Reveal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Reveal does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Reveal considers candidates with existing visas but does not sponsor new visa applications.

  • Senior Customer Success Manager

    2 weeks ago

    Chicago, IL, United States MongoDB Full time

    Individuals in the Customer Success Manager role have a passion for technology and the ambition to dive head-first into new challenges. We are looking for someone who can thrive with a high level of ambiguity and operate autonomously while maintaining a customer centric approach and helping to build the program. In this role you will also become a main point...

  • Senior Customer Success Manager

    2 weeks ago

    Chicago, IL, United States FourKites, Inc. Full time

    Join a fast-paced, innovative, data-driven startup named 2021 Best Tech Start ups In Chicago, that is changing the Supply Chain industry through real time tracking and end-to-end visibility. About the role: FourKites is looking for an ambitious and experienced Senior Customer Success Manager to join our team! You will provide the best customer experience by...

  • Senior Customer Success Account Manager

    1 week ago

    Chicago, IL, United States DocuSign Full time

    Company Overview Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify peoples lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now,...

  • Senior Customer Success Account Manager

    1 week ago

    Chicago, IL, United States DocuSign Full time

    Company Overview Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify peoples lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now,...

  • Senior Customer Success Account Manager

    1 week ago

    Chicago, IL, United States DocuSign Full time

    Company Overview Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify peoples lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now,...

  • Senior Customer Success Account Manager

    1 week ago

    Chicago, IL, United States DocuSign Full time

    Company Overview Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify peoples lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now,...

  • Senior Customer Success Account Manager

    1 week ago

    Chicago, IL, United States DocuSign Full time

    Company Overview Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify peoples lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now,...

  • Senior Customer Success Account Manager

    1 week ago

    Chicago, IL, United States DocuSign Full time

    Company Overview Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify peoples lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now,...

  • Senior Customer Success Account Manager

    1 week ago

    Chicago, IL, United States DocuSign Full time

    Company Overview Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify peoples lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now,...

  • Senior Customer Success Account Manager

    2 days ago

    Chicago, IL, United States DocuSign Full time

    Company Overview Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify peoples lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now,...