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Requirements and responsibilities
The CompanySoftdocs is a leading remote enterprise Software as a Service (SaaS) company specializing in serving Higher Education and K12 institutions, as well as State and Local Government through Etrieve, an enterprise content management (ECM) platform. With a remarkable 25-year history, Softdocs is committed to promoting educational and governmental equity by eliminating inefficiencies. Our core values of candor, collaboration, curiosity, grit, and inclusivity shape our approach to providing innovative solutions.Position DescriptionsSoftdocs is seeking a strategic, commercially-minded Client Success Manager (CSM) to own the long-term success, retention, and growth of an assigned portfolio of clients across Higher Education, K-12, and Government organizations. Client Success Managers serve as trusted advisors to institutional leaders, helping clients maximize the value of the Softdocs platform while driving strong client outcomes, product adoption, executive engagement, and long-term partnership success.The primary objective of the Client Success Manager role is to drive Net Revenue Retention (NRR) through proactive relationship management, renewals, churn prevention, and expansion opportunities including upsells and cross-sells. CSMs operate as the strategic post-sale relationship owner for assigned accounts and partner cross-functionally with Sales, Professional Services, Support, Product, Engineering, and Marketing teams to ensure clients achieve measurable value and continue to expand their partnership with Softdocs.The role reports to the Vice President, Client Success.Position Responsibilities Own the retention, renewal, and growth of an assigned portfolio of clientsIdentify, develop, and help execute upsell, cross-sell, and expansion opportunitiesProactively identify and mitigate churn risk through strategic client engagement and remediation planningBuild trusted advisor relationships with executive sponsors, decision-makers, and operational stakeholdersLead strategic business reviews focused on client outcomes, adoption, operational value, and future opportunitiesDrive product adoption and overall client health across assigned accountsCoordinate escalations and cross-functional client success efforts as neededMaintain accurate forecasting, account activity, opportunity tracking, and client health data within Salesforce and associated toolsPartner internally with Sales, Professional Services, Support, Product, Engineering, and Marketing teams to improve client outcomes and overall client experienceRepresent Softdocs at client events, and conferences, and via webinars and marketing initiativesIdentify and maintain client health scores and referenceable accounts by proactively monitoring, gathering, and documenting key client health indicators including relationship sentiment, survey feedback, product adoption and usage trends, services engagement, support trends, and overall account engagement within Salesforce and associated client success toolsOther duties as assignedThe Ideal CandidateTechnical SkillsAptitude to learn and strategically position enterprise SaaS platforms, including ECM, forms, workflow, and automation solutionsExperience leveraging Salesforce or similar CRM/client success platforms for forecasting, account management, and client engagement trackingStrong business technology acumen and ability to align software capabilities to organizational outcomesHard SkillsExperience managing renewals, retention efforts, upsell opportunities, or account growth targetsStrong consultative engagement and strategic account management skillsAbility to communicate effectively with executive leadership, operational stakeholders, and technical teamsStrong organizational, forecasting, problem-solving, and prioritization capabilitiesAbility to manage multiple clients, priorities, and initiatives in a fast-paced environmentSoft SkillsRelationship-oriented professional who builds trust quickly and maintains strong partnershipsResourceful and proactive with a strong sense of ownership and accountabilityClient-minded while appropriately balancing business priorities and scalabilityStrong written and verbal communication skills with appropriate candor and professionalismCollaborative team player who works effectively across cross-functional teamsAdaptable and comfortable navigating ambiguity and changeBonus If You Have Experience working within Higher Education, K-12, or Government sectorsExperience working for a high-growth SaaS companyExperience in Client Success, Account Management, Consulting, Sales, Professional Services, or enterprise software implementationsExperience with Salesforce and similar client success platformsExperience supporting enterprise software renewals and expansion sales motionRequired Education and Experience 3–5+ years of experience in Client Success, Account Management, Consulting, Sales, Professional Services, Project Management, or similar client-facing rolesExperience managing complex client relationships and driving measurable business outcomesBachelor’s degree preferred or equivalent professional experienceWorking Conditions Remote positionUp to 20% travelWhat We OfferRemote Position: 100% remote work from anywhere in the U.S.Direct Access to Leadership: You’ll have open access to our CEO and senior leaders from day one.Comprehensive Benefits: Medical, Dental, Vision, 401(k), Disability, $15,000 Life Insurance, flexible PTO, 13 holidays, and paid parental leave.Laptop/Equipment Stipend: Choose your laptop and set up your remote workspace your way.Professional Development: Grow through training, learning opportunities, and leadership exposure.Mentorship & Collaboration: Work closely with senior leaders and cross-functional teams. Collaboration fuels innovation here.People-First Culture: Bring your full self to work. We believe family time (however you define it) matters.Retention Record: Our average employee tenure is over 5 years, with many team members here for more than a decade.$65,000 - $75,000 a yearThe salary range is reflective of the base salary for this role. There is also a strong commissions component to this roles with additional SPIF and up to $17k in bonus opportunities.This role is fully remote but is US-based. At this time, we require our team to be based in the United States. The responsibilities of the role, your experience and skills, and internal equity across our team determine compensation. We use market data and real-world performance to make sure pay is fair, competitive, and aligned with impact.Softdocs is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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