Enterprise Customer Success Manager

Your Impact

The Enterprise Customer Success Manager (CSM) is a seasoned CSM and has deep expertise and experience in the eDiscovery industry.  They are responsible for the relationship and development of our largest and most complex accounts. They are considered a ‘trusted partner’ to these clients, allowing a consultative relationship where the client uses our full suite of tools and services. They oversee and safeguard the client relationship, making certain that the value of DISCO is imminent in every interaction. They partner with the Sales, Customer Experience, Product, Finance, and Training teams to unearth all possible avenues of success and are measured by Dollar Net Retention.

What You'll Do

• Client Relationship Management: Builds long-lasting relationships with clients, by identifying key stakeholders and cultivating them into fervent supporters of DISCO. Serves as the main external point of contact for any escalations, ensuring swift issue resolution. Provides proactive management and risk mitigation for DISCO clients to ensure their sustained success and account expansion.
• Adoption and Growth: Drives adoption and growth within accounts through proactive user outreach and adoption strategies aimed at reinforcing ROI for all active users. Designs and executes quarterly Business Reviews with key stakeholders to identify opportunities for enhancing the client experience, growing usership of existing solutions, and aligning new products with client business goals.
• Performance Analysis and Improvement: Analyzes business processes and client data to quantify account health, prioritizing internal process changes, and client outreach. Monitors trends in Net Promoter Score (NPS) and Customer Satisfaction (CSAT) for assigned accounts to ensure company efforts result in improved client experiences. Tracks critical feedback from meetings with client executives and advocates for product and process changes to enhance CSAT.
• Cross-Functional Collaboration: Collaborates cross-functionally within and across various internal functions to address client concerns and barriers. Provides solutions to clients by utilizing strong problem-solving skills and an analytical approach. Builds strong internal connections to ensure support and delegates and manages multiple tasks that are in flight.
• Executive Presence: Ability to lead large scale initiatives & projects and be the “Executive” in the room representing DISCO. 

Who You Are

• 7-10 years of client success or account management for a rapidly growing SaaS company
• Experience working with multimillion dollar corporations and law firms
• Experience partnering with clients through leveraging playbooks, relationship building and problem solving to deliver results
• Deep knowledge and understanding of the eDiscovery industry, as well as eDiscovery workflows
• Ability to sell and position bespoke offerings and services.
• Experience working in a rapidly scaling organization with multiple products.
• Previously worked in a SaaS organization, which also provided professional services surrounding the core software products.
• Experience in an eDiscovery tech provider or service provider.

Even Better If You Have…

• Excellent presentation and communication skills (oral and written)
• Understanding of the eDiscovery market and key workflows.  Ability to understand the manner in which a customer is organized and what their key initiatives are. This leader should be able to recommend solutions to further DISCO’s business interests that also align to customer objectives.
• Customer-centric thought process with the ability to provide process improvement to the client experience. A problem solver, who is able to manage expectations, as well as provide positive impact to the relationship.
• Highly analytical with experience manipulating data to create insights and inform business decisions

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