What are the responsibilities and job description for the Customer Success Manager position at S-Docs?
Role Description & Compensation - Individual Contributor
Position Title: Customer Success Manager
Team: Customer Success Reports To: VP of Customer Success Direct reports:
Role Purpose: As a Customer Success Manager at S-Docs, you will play a vital role in ensuring the success and satisfaction of our growing, valued customer base. You will be responsible for managing a portfolio of clients, serving as their primary point of contact, and driving their adoption and utilization of S-Doc's solutions. You will focus on building strong relationships, understanding customers’ unique business needs, and providing strategic guidance to help them achieve their goals. This role offers an exciting opportunity to work with cutting-edge technology, collaborate with cross-functional teams, and contribute to the growth of our customer success function.
Responsibilities, Deliverables & Outcomes:
Teamwork
- Collaborate closely with cross-functional teams including Sales, Product, and Support to ensure seamless customer experiences and fast resolution of any issues.
Customer Service
- Manage a portfolio of key customers, acting as their main point of contact for all customer success-related matters.
- Provide strategic guidance to clients, understanding their unique business needs, and aligning S-Doc's solutions to help them achieve their objectives
- Identify and communicate product feedback and enhancement requests, advocating for customer needs.
Operational Management
- Drive adoption, usage, and value realization for clients through effective onboarding, training, and ongoing engagement.
- Leverage technology and data to provide personalized outreach at scale, focusing on the highest-impact activities for your portfolio.
- Analyze usage metrics, health scores, and customer behavior data to proactively identify churn risks and expansion opportunities.
Relationship Management
- Build and maintain strong, trust-based relationships with your customers to become a valued advisor and strategic partner.
Thought Leadership
- Continuously improve operational workflows to increase productivity and deliver more value to customers throughout their journey.
- Stay up-to-date with industry trends and best practices in customer success, proactively sharing insights to enhance team strategies and approaches.
Beneficial Competencies:
- Minimum of 3 years of experience in a client-facing, post-sales role, preferably in a SaaS environment.
- Demonstrated success in managing and retaining customers, driving adoption, and achieving high customer satisfaction.
- Excellent interpersonal and relationship-building skills, with the ability to connect with clients at various levels within an organization.
- Strong communication and presentation skills, both verbal and written.
- Ability to understand and translate complex technical concepts into clear, non-technical language.
- Proactive, self-motivated, and able to manage multiple clients and priorities simultaneously.
- Familiarity with Salesforce and Salesforce AppExchange is a plus.
- Genuine passion for customer success, with a track record of delivering high-value results.
- Highly organized, detail-oriented, and able to prioritize effectively in a dynamic environment.
Key Relationships:
Internal: Customer Success, Leadership, Sales, Marketing, Technical Support, and Product
External: Customers of S-Docs, Systems Integrators, Platform and Technology Partners
Years of Experience: Minimum of 3 years of experience in a client-facing, post-sales role, preferably in a SaaS environment
Education: A Bachelor's degree in a relevant field is preferred
About the Company: S-Docs is a leading cloud-based software-as-a-service (SaaS) product built on the Salesforce platform. Since our establishment in 2010, we have provided innovative document creation and e-signature solutions to a diverse range of businesses, from international Fortune 50 companies to startups. Our mission is to simplify document workflow automation to increase productivity, enhance the customer experience, and accelerate business success.
Location of the Role: Ann Arbor, MI (Hybrid and Remote)