Senior Customer Success Manager

2 Months ago • 6 Years + • $130,000 PA - $170,000 PA

Customer Service

Job Description

DraftWise is seeking a Senior Customer Success Manager to ensure customers achieve their desired outcomes and maximize value from the legal industry knowledge platform. This role involves onboarding, driving adoption, reducing churn, and acting as the voice of the user to influence product development. The Senior CSM will be instrumental in designing scalable operations, identifying support improvements, and selecting appropriate tools. The company fosters a culture of empowerment, allowing team members to pursue impactful projects and shape the company's growth. Responsibilities include building customer portfolios, sharing improvement ideas, and advocating for users. The ideal candidate possesses strong communication, collaboration, and problem-solving skills, with a passion for customer success in a SaaS environment.

Good To Have:

Interest in designing scalable processes
Experience in legaltech
Experience upselling customers
Interest in product management
Comfort with data analytics

Must Have:

Exceptional communication skills
Proven track record of customer engagement, retention, and expansion
Passion for customer success
6+ years in SaaS customer-facing roles

Perks:

Flexible remote work (hybrid option available)
Equity plan
Competitive salary
Private medical care
New laptop and work-from-home stipend
Generous PTO/sick leave
Opportunity to lead company initiatives

Add these skills to join the top 1% applicants for this job

saas-business-models

communication

data-analytics

talent-acquisition

user-experience-ux

machine-learning

About DraftWise

DraftWise is building an innovative knowledge platform for the legal industry. Our core product unlocks for the first time the years of historic legal contracts that firms have negotiated for their clients. We use the latest in data management, machine learning and language analytics to help lawyers and legal professionals write better, safer contracts.

Our founding team is composed of former Palantir and Google engineers and an experienced lawyer from a top global law firm. Our highly talented team is designed to focus on building and delivering the best product in the industry, with the engineering, product and customer expertise to fulfill this promise. We are a fully remote company, though offer the option to cowork in our major cities in North America and Europe. Our global culture means we hire only the best from around the world and value people who are respectful of their colleagues, who support each other to achieve our shared goals and who pride themselves on delivering high-quality work.

While an early stage company, we are backed by Y-Combinator, Index Ventures, and leading VCfunds and are generating revenue from some of the biggest names in the industry, members of the Vault 10, Magic Circle, Am Law 100 and other rankings of law firms. Our company is growing extremely fast, with customers across multiple countries and more to come.

You will help our team grow with this rising demand and have a real impact on the most important law firms in the world.

About the Role

As a Senior Customer Success Manager on our team, you will play a critical role in ensuring our customers achieve their desired outcomes and realize the full value of our platform. You are directly responsible for the success of these customers, through onboarding, driving adoption, and reducing churn. You will act as the voice of your users in sharing their feedback across the organization, and defining and proposing new product features to enhance DraftWise’s impact on our customers..

We are quickly growing the number of customers we are working with so you will be instrumental in designing scalable operations, identifying ways to better support more customers over time and selecting the tools you need to do the job well.

We are a small team and expect all members to flexibly help wherever the company needs them the most - if you have an idea for what DraftWise needs, we want to empower you to pursue that project. You will have broad ownership over your initiatives, the ability to shape our culture as we grow and flexibility over your schedule. We will push you to develop a portfolio of customers all using DraftWise, sharing ideas for its improvement and being the voice of your users.