Enterprise Customer Success Manager, DISCO

• 7+ 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
• Knowledge and understanding of the eDiscovery industry
• Excellent presentation and communication skills (oral and written)
• Understanding of the eDiscovery market
• 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

Desirable

• The Enterprise Customer Success Manager (CSM) is a seasoned CSM, as 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
• 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