Customer Success Manager

CARET brings the latest in technology and automation to over 10,000 legal and accounting firms, empowering highly skilled professionals to refocus their expertise on what truly matters. CARET harnesses powerful and secure practice management, document automation, and payment processing to take firms, professionals, and their clients further.

Our team-defined values guide how we show up for each other, for our partners, and for our customers:

• We succeed together
• We embrace progress
• We care big
• We create space

To join our remote-first, engage from anywhere team, visit getcaret.com/careers.

Job Overview: This is a REMOTE position with hiring focused solely on the Eastern US Region

We are seeking an experienced, passionate, and results-oriented Customer Success Manager to join the HotDocs team! 

The successful candidate will be responsible for building and maintaining strong relationships with our clients, ensuring their satisfaction, and driving customer retention and growth. The Customer Success Manager will serve as the primary point of contact for our SMB clients, understanding their needs, and working collaboratively with the internal team to deliver exceptional value.

You will have an existing book of business with HotDocs clients in the SMB Space (under 200 employees).

Requirements

• 4+ years of customer success, account management, or sales experience in a competitive SaaS environment.
• Self-motivated, collaborative, and scrappy team player with innovative ideas to inspire customer loyalty and adoption.
• Excellent communication skills, including issue tracking, triaging and crisis management.
• Organized and Accountable, can efficiently manage multiple customer projects simultaneously.
• Communicates with internal and external customers and all levels of management.
• Delivers informative, well-organized presentations.
• Understands how to communicate difficult/sensitive information tactfully.
• Continually seeks opportunities to increase customer satisfaction and deepen client relationships.
• Manages client expectations effectively.

 Key Responsibilities:

• Relationship Building: Develop and maintain strong, long-lasting relationships with key client stakeholders.  Understand clients' business goals and challenges to provide tailored solutions.
• Retention and Growth: Develop and execute strategies to drive customer retention in your existing book of business.  Ensure that current customers renew and commit to multi-year agreements.  Proactively identify opportunities for upselling or cross-selling additional products or services for the Account Executives. 
• Customer Advocacy: Act as the voice of the customer within the company, advocating for their needs and priorities. Gather and relay customer feedback to the product development and marketing teams.
• Issue Resolution: Address and resolve customer issues and concerns in a timely and effective manner. Collaborate with internal teams to ensure customer satisfaction and issue resolution.
• Training and Education: Provide ongoing training and education to clients to maximize the value they derive from our products. Create and share educational materials and resources.
• Data Analysis: Utilize data and analytics to track customer success metrics. Generate reports on key performance indicators and customer satisfaction.
• Renewals and Contract Management: Work closely with the internal team and clients to ensure successful contract renewals. Collaborate on contract negotiations and amendments as needed.
• Customer Communication: Communicate regularly with clients through various channels (email, phone, video conferencing) to ensure a strong partnership.

Benefits

• Flexible PTO
• Summer Fridays
• No meeting Fridays
• Medical, Dental, Paid Sick Days, Vision, and Supplemental Coverage
• Flexible Spending Account
• Health Savings Account
• 401(k) match

Equal Employment Opportunity: CARET is an Equal Opportunity, Affirmative Action Employer.

The compensation information below is provided in compliance with job posting disclosure requirements.

Pay range: $70,000 - $80,000 . Actual base pay will depend on varying circumstances, including the position, location, individual qualifications, market finances, and other operations business needs.

Depending on the position, compensation may also include commission, bonuses, etc. Potential for bonuses is based on company performance and potential for merit increases is based on performance.

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