Delivery Success Manager - Legal Tech, East Coast

NetDocuments is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity without phone, video, and in person meetings and communications from emails using the @netdocuments.com domain. If you have any concerns or questions about communications you have received, please send them to [email protected] so our team members can review. NetDocuments is the world’s #1 trusted cloud-based content management and productivity platform that helps legal professionals do their best work. We strive to win together through passionate hard work, exploring new things and recognizing every interaction matters. NetDocuments provides rewarding career growth in an inclusive, diverse environment where employees are encouraged to openly contribute creative ideas and innovation, backed by supportive peers and leadership working together to achieve our goals as a unified team. At our core, we are dedicated to empowering our employees to drive successful business outcomes and better user experiences for our customers and partners. Our customer-centric approach and employee enablement has allowed us to enjoy many accolades, including being named among the 2022, 2023, & 2024 list of Inc. Magazine’s 5000 Fastest-Growing Private Companies in America. Other recent awards include: • Two-time winner (2024, 2023) National Top Workplaces • Two-time winner (2024, 2023) Top Workplace innovation • Three-time winner (2023, 2022, 2021) Top Workplace in the US by the Salt Lake Tribune • Three-time winner (2023, 2022, 2021) Best Companies to Work for by Utah Business magazine • Three-time winner (2024, 2023, 2022) Top Workplace Work-Life Flexibility • Three-time winner (2024, 2023, 2022) Top Workplace Compensation & Benefits • 2024 Cultural Excellence • 2024 Technology Industry • 2023 Top Workplace Leadership • 2023 Top Workplace Purpose & Values • 2022 Top Workplace Employee Appreciation and Employee Well Being NetDocuments is a hybrid, remote-friendly workplace. Come join our team and work inspired each day! Your opportunity for impact: NetDocuments is seeking a Delivery Success Manager in the East Coast area to support partner-led implementations of our cloud-based document management platform. You’ll work closely with both partners and customers to ensure successful project delivery, while serving as a key liaison between external stakeholders and internal teams. This role is critical to driving implementation success, maintaining alignment, and enabling scalable outcomes. What your contributions will be: • Provide implementation oversight to ensure alignment with NetDocuments standards, timelines, and customer expectations. Review of migration and configuration plans in high-risk or complex environments • Drive resolution of partner and customer issues by identifying risks early, resolving blockers efficiently, and ensuring they are fully addressed • Monitor partner performance using tools like Salesforce and Gainsight to identify and document risks, surface underperformance (e.g., certification gaps, delayed SOWs), and escalate issues as needed • Support partner onboarding by shadowing their first implementation - reviewing deliverables, providing structured feedback, and validating readiness for independent delivery • Conduct partner delivery readiness assessments (training/certification completion, delivery prerequisites) and confirm delivery-ready status prior to independent delivery • Act as a liaison for partners—coordinating across internal teams to drive issue resolution, represent partner needs, and manage escalations through to closure • Build strong relationships with both partners and customers to foster collaboration and ensure project success • Present confidently to partners, customers, and internal stakeholders in meetings, project updates, and briefings • Contribute to the creation of enablement tools, training content, and templates that support scalable partner and customer success • Support strategic business outcomes, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and partner delivery KPIs • Other duties as assigned. Required Education and Experience: • Bachelor’s degree or equivalent experience • NetDocuments or other legal business technology experience required • 2+ years’ experience of implementing Document Management Solutions business technology – principally to law firms • 2+ years’ experience in customer account management and/or vendor account management • Competency in understanding contractual and design documents relating to business technology systems, such as statements of work and configuration design documentation • Working knowledge of SaaS implementation concepts (cloud, security, integrations) sufficient to review partner plans and communicate impacts clearly Compensation Transparency The compensation range for this position is: $95,000 - $105,000 The posted cash compensation for this position includes on target earnin