Senior Customer Success Manager - Digital
Customer Service, Sales & Business Development
San Francisco, CA, USA
Posted on Friday, August 11, 2023
Our mission is to change the way business deals get done. In an industry plagued by inefficient and ineffective contract management systems, we provide a solution that accelerates, scales, and protects the business, enabling contract professionals to become their company’s superhero.
We create cutting-edge AI technology that makes contracts searchable and simplifies deal-making processes to supercharge business while helping to reduce costs and manage risk. We automate manual work, facilitate collaboration, and streamline operations so businesses can make better decisions.
By reimagining legal documents, we take the stress out of contract management, empowering brilliant people to do their best work while fueling exponential growth.
The Digital Customer Success Manager is responsible for understanding the goals of our low-touch clients, designing an appropriate customer journey, and building a proactive digital communication strategy. As a Digital Customer Success Manager, you would help pave the way to provide automated, programmed communication to customers at the right time in their customer journey and ultimately help them achieve their desired outcomes. The Digital CSM will initially focus on the SMB segment, but the tech touch can be scaled to every segment.
The Digital Customer Success Manager role at Evisort will work directly, with the other CSMs, Training, Support, and the Marketing Team to use data and operational metrics to strategize, build and execute our Digital Customer Success programs. You would be the primary contact for our customers and responsible for driving product adoption and success while providing key resources to empower them to build their knowledge base and run effective insights programs. The model provides a proactive way of approaching the customer before they ask for help with fit-for-purpose technologies without losing the human touch.
This is an incredible opportunity not only to be the face of Evisort for the majority of our customers but also to acquire the skills necessary to build and maintain a Digital CS function at a high growth technology company.
What You’ll Do:
- Act as a point of contact for Evisort SMB customers in a low touch journey, developing strategies & creative digital approaches to retain and expand a large book of business
- Monitor the performance and product adoption of new customers through data to identify those that are struggling to adopt or are primed for larger expansion opportunities
- Building out our Digital Customer Success programs
- Create standardized email and tech touch points that can be leveraged throughout the journey and iterated over time based on performance.
- Represent Evisort’s Brand, Vision & Culture at all times internally and externally.
- Gainsight Expertise is a must.
- Experience working with scaled & targeted digital programs focused on post-sales engagements (i.e., Digital Customer Success/tech touch, Digital Marketing).
- Experience with CRMs or customer success solutions such as Gainsight, SalesForce, Pendo, Sigma etc.
- Experience with email campaigns, in-app experience, webinars/events, community, and enablement.
- Ability to manage a high volume of inbound requests
- Strong communication, presentation & people skills.
Evisort is an E-verify employer. Your eligibility to work in the United States will be verified through the E-verify system if you apply and are selected for a position in the United States.