Enterprise Client Success Manager

Your ImpactAs an Enterprise CSM you will be responsible for the relationship and development of our largest and most complex accounts. As an ECSM you will be ‘trusted partner’ to these clients, allowing a consultative relationship where the client uses DISCO's full suite of tools and services. You will oversee and safeguard the client relationship, making certain that the value of DISCO is imminent in every interaction. You partner with the Sales, Professional Services, Product, Finance, and Training teams to unearth all possible avenues of success and are measured by Dollar Net Retention.
What You'll Do

• 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. Able to build strong internal connections to ensure support. Able to delegate and manage multiple tasks that are in flight. 

Who You Are

• 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
• Have worked in a rapidly scaling organization with multiple products.
• Previously worked in a SaaS organization, which also provided professional services surrounding the core software products.
• 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
• Travel: 15-25% of the time based on client needs and meetings

Perks of DISCO 

• Open, inclusive, and fun environment
• Benefits, including medical, dental and vision insurance, as well as 401(k) 
• Competitive salary plus RSUs
• Flexible PTO 
• Opportunity to be a part of a company that is revolutionizing the legal industry
• Growth opportunities throughout the company