Senior Customer Success Manager

About DraftWise

DraftWise is building an innovative knowledge platform for the legal industry. Our core product unlocks for the first time the years of historic legal contracts that firms have negotiated for their clients. We use the latest in data management, machine learning and language analytics to help lawyers and legal professionals write better, safer contracts.

Our founding team is composed of former Palantir and Google engineers and an experienced lawyer from a top global law firm. Our highly talented team is designed to focus on building and delivering the best product in the industry, with the engineering, product and customer expertise to fulfill this promise. We are a fully remote company, though offer the option to cowork in our major cities in North America and Europe. Our global culture means we hire only the best from around the world and value people who are respectful of their colleagues, who support each other to achieve our shared goals and who pride themselves on delivering high-quality work.

While an early stage company, we are backed by Y-Combinator, Index Ventures, and leading VCfunds and are generating revenue from some of the biggest names in the industry, members of the Vault 10, Magic Circle, Am Law 100 and other rankings of law firms. Our company is growing extremely fast, with customers across multiple countries and more to come.

You will help our team grow with this rising demand and have a real impact on the most important law firms in the world.

About the Role

As a Senior Customer Success Manager on our team, you will play a critical role in ensuring our customers achieve their desired outcomes and realize the full value of our platform. You are directly responsible for the success of these customers, through onboarding, driving adoption, and reducing churn. You will act as the voice of your users in sharing their feedback across the organization, and defining and proposing new product features to enhance DraftWise’s impact on our customers..

We are quickly growing the number of customers we are working with so you will be instrumental in designing scalable operations, identifying ways to better support more customers over time and selecting the tools you need to do the job well.

We are a small team and expect all members to flexibly help wherever the company needs them the most - if you have an idea for what DraftWise needs, we want to empower you to pursue that project. You will have broad ownership over your initiatives, the ability to shape our culture as we grow and flexibility over your schedule. We will push you to develop a portfolio of customers all using DraftWise, sharing ideas for its improvement and being the voice of your users.

What we value

• Strong communication skills in an open environment.
• Creating an environment of trust through well-intentioned feedback.
• Skills to work independently and make decisions with minimal supervision.
• Interest in working in a dynamic environment with dynamic objectives.

About You

We're looking for employees who have:

• Exceptional communication skills with an emphasis on building trust
• Proven track record of driving customer engagement, retention, and expansion
• Passion for seeing customers succeed with the product you helped build
• Passion for building communities of evangelists amongst our customers
• Experience designing software training and analyzing cohort retention
• Interest in the legal industry or in language analytics
• 6+ years in customer-facing roles in a SaaS environment

It's also great if you have:

• Interest in designing scalable company processes from an early stage
• Experience in the legaltech industry
• Experience upselling customers on new features and products
• Interest in product management and user experience design
• Comfort with data analytics and reporting

What we offer

• Flexible remote work - with a hybrid option if desired
• Equity plan
• Competitive salary
• Private medical care
• New laptop and a work-from-home stipend for necessary accessories
• Generous PTO / sick leave
• Opportunity to lead our company as we disrupt the legal world

• Intro chat to share with you what we are building and to learn more about your interests and experience. We are searching for enthusiasm, ownership and autonomy. (45 mins)
• Peer interview with one of our CSMs to get a sense of a typical day at DraftWise and learn more about your experience working with customers. (45 mins)
• Take-home project to craft a customer kickoff focused on training approach, driving adoption, and what a successful partnership will look like. We will provide some sample data / supporting evidence based on a real engagement and will be looking to see what narrative you choose to craft to gain alignment on working together. (<2 hours)

We would also love for you to meet the team! We have excellent people working here and we want to help you feel welcome before making your decision.

The typical interview process takes 2 weeks from start to finish.