Job Overview
We are currently seeking Customer Success Managers to join our growing and dynamic Customer Success Team. Please read on for more info!
Job Details
We’re looking for Customer Success Managers (CSMs) who are passionate about driving customer outcomes and building long-term partnerships. In this role, you’ll guide customers through the entire journey—from setting success criteria at the onset of the implementation, developing a change readiness plan with the customer at the mid-point of the implementation, and supporting the customer through a post-delivery alignment period to ensure a successful Go Live and adoption of our product.
You’ll ensure customers achieve measurable results both short and long term with high satisfaction rates demonstrated through renewals, footprint augmentation and additional revenue, and the willingness of our customers to serve as a reference (which includes securing customer quotes, testimonials and videos). Inclusive in footprint augmentation is additional revenue is the ability to demonstrate the existing product as well as new features, sales follow-up and strategy, deal closure and quota attainment.
What You’ll Do
- Partner with new customers during implementation to define success criteria and measurable outcomes.
- Collaborate with the customer to develop their change readiness plan for after implementation to ensure a successful adoption of the product and Go Live.
- Provide hands-on support during post-implementation alignment and go-live phases to ensure smooth transitions.
- Conduct regular ROI check-ins with customers to gather feedback, monitor adoption, and ensure satisfaction.
- Identify, manage, and remediate at-risk or “watch list” customers, working cross-functionally as needed.
- Actively listen to customer pain points and translate them into actionable solutions, upselling services or features where beneficial.
- Responsible for revenue targets for existing customer base.
- Teach contract professionals how to use the system through clear, step-by-step guidance and support.
- Perform level one configuration within the platform as needed to support customer needs.
What We’re Looking For
- 2+ years of experience in Customer Success or Project Management within SaaS, ideally in CLM, legal tech, or enterprise software.
- Some knowledge of contract management processes and challenges preferred.
- Hands-on familiarity with Microsoft SharePoint preferred.
- Ability to analyze business needs and translate them into actionable solutions.
- Excellent communication and relationship-building skills—comfortable presenting to executives as well as working with end users.
- Ability to translate technical concepts into basic language for non-technical users to understand.
- Strong organizational skills and ability to manage multiple accounts/projects simultaneously.
- A consultative, customer-first mindset balanced with commercial acumen.
Why Join Us
- Play a critical role in shaping the success of our customers.
- Join a collaborative, mission-driven team passionate about transforming how companies manage contracts.
- Competitive compensation, benefits, and growth opportunities.
- If you’re excited about helping customers realize value, thrive on solving complex problems, and want to work with cutting-edge CLM technology, we’d love to hear from you.
Job Designation
In Office & Remote: We very much value face-to-face interactions and require consistent in office presence from our employees. We work onsite Monday–Wednesday and remotely Thursday and Friday.
How to Apply
To apply please email your resume and cover letter to careers@contracts365.com.
Reminder that this position is only applicable to full time employees—no 1099 candidates will be considered. Recruiters also need not apply.