Customer Success Manager - NAM

Join our Customer Success team to help execute our vision of reducing mundane work for legal teams and enhancing human productivity. Customer Success Managers at SpotDraft will end up owning the post-sale journey of our customers. As a Customer Success Manager, you will be responsible for activation, onboarding, and retention of customers. You will also be responsible for identifying upsell opportunities and creating amazing user experiences (via gamification and other initiatives) to convert our customers into champions.

Responsibilities:

• Leverage your deep product expertise and understanding of our customers' business goals to lead adoption and enablement activities.
• Develop a program plan with measurable goals, a clear governance structure, and agreed-upon metrics of success.
• Lead workshops and complex deployment projects involving multiple senior stakeholders.
• Conduct business reviews with economic sponsors, program managers, and business stakeholders for the purpose of reviewing results, sharing partnership feedback, and aligning on go-forward strategies.
• Build and manage relationships across your portfolio to solidify our partnership and commitment to the customer's business goals.
• Proactively monitor and analyze customer health indicators, business goals, and renewal dates, and develop strategies for joint success.

Requirements:

• Excellent presentation, organizational, and communication skills (both written and verbal).
• 3+ years of relevant experience as a customer success manager in B2B SaaS companies, with enterprise-level customers preferred.
• Ability to facilitate workshops with C-level executives and senior stakeholders on governance and operating models, business adoption techniques, and the product vision and roadmap.
• A team-first mentality and growth mindset are a must.