Sr Manager, Customer Success

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About Net Documents At Net Documents, 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. Net Documents 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.

Net Documents 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.

• 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 Q
• 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

• Serve as…