--- title: 'Sr Manager, Customer Success Operations at NetDocuments' canonical: 'https://feeny.ai/job/sr-manager-customer-success-operations-netdocuments-lehi-utah-dt2cp94c3883' type: 'job' last_seen: '2026-09-07' --- # Sr Manager, Customer Success Operations at NetDocuments - **Company:** NetDocuments - **Location:** Lehi Utah, United States - **Posted:** 2026-08-17 - **Last confirmed live:** 2026-09-07 - **Apply:** https://job-boards.greenhouse.io/netdocuments/jobs/5387503008 ## Job description NetDocuments is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity without phone, video, and in person meetings and communications from emails using the @netdocuments.com domain. If you have any concerns or questions about communications you have received, please send them to hrgroup@netdocuments.com so our team members can review. ## About NetDocuments At NetDocuments, we're shaping the future of legal work. We believe legal professionals should spend less time searching for information and managing documents, and more time solving complex problems, serving clients, and delivering meaningful outcomes. That's why we're building technology that helps organizations work smarter, collaborate more effectively, and unlock the full value of their institutional knowledge. Our team is redefining what's possible for legal technology. NetDocuments is the trusted intelligent document management platform for legal professionals and the company behind the industry's first and only legal context graph—a breakthrough that gives legal professionals and AI a richer understanding of how matters, documents, people, and knowledge connect across an organization while respecting enterprise-grade security, governance, permissions, and ethical walls. Innovation is only part of our story. We believe our greatest strength is our people. We foster a collaborative, inclusive, and high-performing culture where curiosity is encouraged, diverse perspectives are valued, and employees are empowered to make a meaningful impact. Whether you're building products, serving customers, or supporting the business, your work helps shape the future of one of the world's most trusted legal technology platforms. That commitment to our employees and customers has earned us recognition as one of the nation's top workplaces, including: - Four consecutive appearances on the Inc. 5000 list of America's Fastest-Growing Private Companies - Five-time Top Workplace USA winner - Five-time Salt Lake Tribune Top Workplace - Multiple Top Workplaces Culture Excellence awards recognizing innovation, employee appreciation, work-life flexibility, and compensation & benefits If you're excited to solve meaningful challenges, work alongside talented colleagues, and help define the next generation of legal technology, we'd love to meet you. What You’ll Do NetDocuments is seeking a Senior Manager of Customer Success Operations to serve as the commercial and analytical engine behind our Customer Success organization. This is not a backward-looking reporting function. This leader is maniacal about moving Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewal rates, NPS, and product adoption in the right direction — in real time — rather than simply summarizing how we ended up after the fact. You will build the systems, models, and insights that tell us exactly where we are winning, where we are at risk, and precisely what action to take next. You will be a right hand to both the Chief Customer Officer and the VP of Customer Success, translating complex account, usage, and revenue data from Gainsight, Salesforce, and Power BI — accelerated by AI tools like Claude — into clear, concise, decision-ready narratives for the C-suite. This role reports directly to the Chief Customer Officer and works in lockstep with the VP of Customer Success on strategy and execution. Commercial Performance & Retention Ownership - Own the end-to-end analytics and insight engine behind GRR, NRR, renewal rates, NPS, and adoption — driving proactive intervention, not after-the-fact reporting - Build predictive, leading-indicator models (usage decay, health score erosion, engagement drop-off) that flag revenue risk and expansion opportunity before they surface in a QBR - Partner closely with the VP of Customer Success to set commercial targets by segment and translate them into weekly and monthly operating cadences that hold the CS org accountable to outcomes, not activity - Identify and quantify the highest-leverage interventions to move GRR, NRR, and renewal rate, and drive the organization to execute on them with urgency Systems, Data & Analytics Infrastructure - Serve as the primary architect and owner of the CS data stack — Gainsight, Salesforce, and Power BI — ensuring health scores, journeys, and reporting are built on clean, trusted, unified data - Design and maintain executive dashboards and self-service reporting that give leadership real-time visibility into retention, risk, and revenue-in-motion - Use Claude and other AI tools to aggregate, summarize, and surface insight from account, usage, and sentiment data at a speed and scale manual analysis can’t match - Continuously evaluate and evolve the CS systems and tooling roadmap, building the business case for new capabilities that improve commercial outcomes Executive Reporting & Insight-to-Action - Own the executive reporting cadence for Customer Success — distilling GRR, NRR, renewal rate, NPS, and adoption performance into clear, concise narratives for the CCO and C-suite - Translate data into a point of view: what’s happening, why it’s happening, and what we should do about it — every report ends in a recommendation, not just a chart - Prepare board- and leadership-ready materials, QBR/EBR analytics, and ad hoc analyses that hold up under executive scrutiny - Act as a thought partner to the Chief Customer Officer and VP of Customer Success, pressure-testing strategy with data and surfacing blind spots before they become problems Forecasting, Renewals & Revenue Alignment - Build and continuously refine renewal and retention forecasting models in partnership with the Renewals and Finance teams - Operationalize expansion, cross-sell, and upsell signals from Gainsight and Salesforce data, routing them to the right owner with urgency - Partner with Sales, Renewals, and Finance to reconcile CS-owned metrics with company-level ARR, churn, and revenue targets AI & Automation Enablement - Champion the use of AI (Claude and other tools) across the CS organization to accelerate account research, automate reporting, and free CSMs to focus on high-value customer work - Identify where automation and AI can replace manual, backward-looking reporting work with proactive, insight-driven workflows - Partner with Marketing, Product, and Enablement on Voice-of-Customer and NPS/CSAT programs, ensuring feedback loops translate into measurable action rather than static dashboards Cross-Functional Leadership - Serve as the connective tissue between Customer Success, Renewals, Sales, Finance, and Product on all things data, metrics, and commercial performance - Build and mentor a small, high-caliber team of analysts and/or systems specialists as the function scales - Represent Customer Success in cross-functional forums where data-driven decisions about the installed base are made What You’ll Need to be Successful - 7+ years of experience in Customer Success Operations, Revenue Operations, Business Operations, or a related analytics/commercial function within a B2B SaaS company - Demonstrated track record of using data to directly move the needle on GRR, NRR, renewal rates, NPS, or adoption — not just reporting on them after the fact - Deep, hands-on fluency with Gainsight (health scoring, journey orchestration, reporting) and Salesforce (opportunity, renewal, and reporting workflows) - Advanced proficiency in Power BI (or an equivalent BI tool) — able to build models and dashboards independently, not just consume them - Experience using AI tools (Claude, ChatGPT, or similar) to aggregate, analyze, and accelerate insight generation from customer data - Executive presence and communication skills — able to distill complex data into clear, concise points of view for a VP and C-suite audience, verbally and in writing - A genuinely commercial mindset — driven by outcomes and revenue impact, restless to find the next lever, uncomfortable simply “keeping the lights on” - Bachelor’s degree in Business, Analytics, Finance, or a related discipline, or equivalent professional experience What Will Make You Stand Out - Experience in the legal technology or legal services industry - Experience building a Customer Success Operations function from the ground up - Gainsight certification or equivalent platform credential - SQL or other data querying/manipulation skills - Experience supporting a consumption-based or usage-based pricing model, and building the metrics infrastructure to support it - Experience building VOC (Voice of Customer) programs and NPS/CSAT measurement loops that drove measurable change - Prior experience partnering directly with a C-suite executive as a trusted data and strategy right hand What You’ll Love About NetDocuments - The People! - 90% healthcare premiums company covered - HSA company contribution - 401K match at 4% with immediate vesting - Flexible PTO (typically 3 to 4 weeks a year) - 10 paid holidays - Monthly contributions for life activities & wellness - Access to LinkedIn learning with monthly dedicated time to explore ## Compensation Transparency The compensation range for this position is: $150,000 - $160,000 including bonus The posted cash compensation for this position includes on target earnings, base salary and variable if applicable. Some roles may qualify for overtime pay. Individual compensation packages are determined based on various factors specific to each candidate, such as career level, skills, experience, geographic location, qualifications, and other job-related considerations ## #LI-HYBRID ## Equal Opportunity NetDocuments is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions are based on business needs, job requirements, individual qualifications, without regard to race, color, religion, sex, (including pregnancy), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity and/or expression, military and veteran status, or any other status protected by laws or regulations in the locations where we operate. NetDocuments believes diversity and inclusion among our employees is critical to our success, and we are committed to providing a work environment free of discrimination and harassment. ## About NetDocuments ## Company Overview - **One-liner**: NetDocuments is the world’s #1 trusted cloud-based intelligent document management and productivity platform built specifically for legal professionals. - **Entity Type**: Private (Privately Held; backed by Warburg Pincus, Cove Hill Partners, and Frontier Growth with ~$30M total funding) - **Headquarters**: Lehi, Utah, United States - **Founded**: 1998 - **Founders**: Kenneth Duncan, Alvin Tedjamulia, Lee Duncan ## Core Business - **Primary industries**: Legal technology, document management, SaaS - **Target customers**: Law firms, corporate legal departments, government agencies (B2B, Enterprise, SMB) - **Mission / Purpose**: “We help legal professionals do their best work.” — a mission embedded in the company’s DNA for 25+ years, focused on delivering a comprehensive, intelligent document management platform that improves productivity, security, and collaboration. ## Products & Services - **NetDocuments Platform (Core DMS)**: Cloud-native document, email, and records management service accessible via web browser, with desktop and mobile apps. Includes metadata management, search, and workflow automation. (SaaS) - **Legal AI Assistant**: An AI-powered front door that allows users to ask questions of one or hundreds of files and get instant, reliable answers. Part of the ndMAX Studio hub for AI and automation. (SaaS / AI) - **ndMAX Studio**: A hub for AI and automation in legal work, offering ready-to-go AI apps for multiple legal use cases, educational videos, and demos. (SaaS) - **Microsoft 365 Integration**: Real-time desktop and web co-authoring across Microsoft Office applications, with expanded integration capabilities. (Integration) - **Compliance & Security Certifications**: FedRAMP-Authorized instance for government agencies; multiple ISO (27001, 27017, 27701, 27018) and SOC 2 (Type 2) certifications; compliance with GDPR, HIPAA, LGPD. (Service / Infrastructure) ## Market Standing - **Valuation / Market Cap**: Not disclosed (private company) - **Key Metric**: Annual Revenue ~$100M (latest estimate); Total Funding ~$30M - **Notable Investors / Partners**: Warburg Pincus (parent company, led secondary market round in 2021), Cove Hill Partners (led secondary market round in 2019), Frontier Growth (led $25M venture round in 2014). Key partners include Microsoft. - **Growth Signals**: - 7,000+ customers globally; 150+ customers using the intelligent DMS - Employee headcount grew 19.3% YoY to 448 employees (as of mid-2026) - 46 active job postings (up 206.7% YoY) - Expanded into 12 countries (UK, Australia, India, Canada, Brazil, etc.) - Acquired Afterpattern (2021) and Community (year not specified) to broaden capabilities ## Competitive Advantages - **First-mover in cloud DMS**: Cloud-native for 25+ years, giving deep legal domain expertise and a mature, reliable platform (99.9% uptime). - **Trust & Compliance**: FedRAMP-Authorized, ISO/SOC 2 certified, built-in compliance with GDPR, HIPAA, LGPD — a critical differentiator for law firms and government clients. - **AI Innovation**: Legal AI Assistant and ndMAX Studio provide responsible, lawyer-inspired AI tools that address real business needs. - **Ecosystem Lock-in**: Deep integrations with Microsoft 365 and a single system of record that serves as the backbone for legal workflows. - **Customer Obsession**: 4x per week release cadence, continuous innovation based on customer feedback, and a “passion for people” culture. ## Strategic Focus - **Intelligent Document Management**: Moving beyond basic DMS to an AI-driven platform that automates workflows and delivers instant answers. - **Next-Generation Experiences**: Redesigning the UI based on Microsoft’s Fluent Design for a seamless, consistent experience across devices and OS. - **Responsible AI**: Fast but responsible innovation, with a focus on reliability and trust (Legal AI Assistant, ndMAX Studio). - **Global Expansion**: Operating in 12 countries and continuing to scale internationally. - **Community & Giving Back**: Work Inspired Scholarship Program (nearly $100K awarded), partnership with Tech-Moms, Junior Achievement volunteer projects. ## Why Work Here - **Culture & Values**: Employees voted NetDocuments a Top Workplace. Core values: “win together,” “passionate hard work,” “exploring new things,” “every interaction matters,” and “take personal ownership.” Monthly all-hands meetings, CEO coin awards, peer recognition platform. - **Benefits**: - 90% covered health insurance (medical, dental, vision) - 401k with company match and no vesting period - Flexible PTO (average employee takes 3–4 weeks per year) - 6 weeks paid parental leave - Annual lifestyle spending allowance - Access to LinkedIn Learning - Company-paid life insurance and EAP - **Work Environment**: Hybrid/office (HQ in Lehi, UT). Remote-friendly? Not explicitly stated, but global team suggests flexibility. Bi-annual reviews and merit increases. - **Engineering Culture**: Emphasis on innovation, modern tech stack (Fluent UI, AI), and cross-team collaboration. Open roles include Staff Software Engineer, Data Architect, Principal AI Engineer, and AI Strategy Director. ## Sources 1. [NetDocuments Careers Page](https://www.netdocuments.com/company/careers/) 2. [NetDocuments Main Site](https://www.netdocuments.com/) 3. [NetDocuments Our People Page](https://www.netdocuments.com/company/our-people/) 4. [NetDocuments Our Strategy Page](https://www.netdocuments.com/company/our-strategy/) 5. 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