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 the US 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 and well-known VC funds and are generating revenue from some of the biggest names in the industry, members of the important Vault 10, Magic Circle, AMLAW 100 and other rankings of law firms. Our company is growing extremely fast, with customers across multiple countries and more to come. We've recently announced our Seed fundraise and are looking to investing in critical functions and talented people!

You will help our team grow with this rising demand, continue delivering excellent outcomes for our customers 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 own client relationships from pilot and testing through conversion and enterprise rollout. You are directly responsible for the success of these customers, both the conversion to paying customers and the ongoing adoption by lawyers at the firm. You will act as the voice of your users in defining and proposing new product features and work directly with Engineers on our team to ensure development meets your user’s needs.

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
• Passion for seeing customers succeed with the product you helped build
• Passion for building communities of evangelists amongst our customers
• Experience managing technology implementations in complex environments
• Experience designing software training and analyzing cohort retention
• Experience designing and executing scaled CS models (1:many)
• Interest in the legal industry or in language analytics
• 5+ years in customer-facing roles

It's also great if you have:

• Interest in designing scalable company processes from an early stage
• Experience upselling customers on new features and products
• Interest in product management and user experience design
• Comfort with data analytics and reporting via front-end interface or SQL

What we offer

• All-remote work style, work anywhere. Ideally within UTC+4 to UTC-7
• 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. (30 mins)
• Case study breaking down a customer or business problem we have experienced, to see how you would navigate the customer relationship to align incentives and achieve a win/win outcome for them and us. (45 mins)
• Take-home project to craft an end-of-pilot presentation convincing the customer of our value to their firm. We will provide some sample data / supporting evidence based on a real pilot and will be looking to see what narrative you choose to craft to convince the customer to continue our work. (<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.