We create cutting-edge AI technology that makes contracts searchable and simplifies deal-making processes to supercharge business while helping to reduce costs and manage risk. We automate manual work, facilitate collaboration, and streamline operations so businesses can make better decisions.
By reimagining legal documents, we take the stress out of contract management, empowering brilliant people to do their best work while fueling exponential growth.
The Role:As a Principal Customer Success Manager at Evisort, you will play a crucial role in managing largest accounts focused on accelerating digital transformation of contract management and intelligent analytics. The role is multi-faced and aimed at ensuring customer satisfaction, high user adoption and optimal business outcomes. PCSM’s are the primary point of contact between the customer and the company, providing guidance and direction to internal team members, and developing growth and retention strategies leading to renewals, upsells, and expansion.
Key aspects of the role include relationship building, strategic planning and execution, value creation and optimization, project management and coordination and reporting and communication. By effectively managing these responsibilities, a PCSM on large accounts ensures that the client's needs are met, relationships are strengthened, and both parties achieve their strategic objectives.
What You’ll Do:
- At Evisort, our PCSMs will be involved in all aspects of customer success management, driving value, and being a trusted client partner by:
- Develop and maintain strong relationships with key stakeholders within the client's organization to understand their needs, goals, and challenges.
- Serve as the client’s advocate within the company, ensure needs and concerns are addressed properly. Develop and implement strategic account plans that align with the client's business objectives and the company's goals. Collaborate with the client to set clear, measurable goals and KPIs that drive mutual success. Regularly review and analyze account performance against established goals and KPIs, making adjustments as necessary.Provide strategic guidance and recommendations to help clients maximize the value of the Evisort.
- Identify opportunities for process improvements to drive efficiency and effectiveness, Explore and propose new features, or services that align with the client's evolving needs and industry trends Coordinate with internal teams, such as sales, marketing, product development, and customer support, to allocate resources effectively and deliver on commitments.Provide regular updates to both the client and internal stakeholders on account status, performance metrics, and key developments. Prepare and deliver executive briefings and reports to senior leadership, highlighting account achievements, challenges, and strategic opportunitiesIdentify and pursue opportunities for upselling and cross-selling to drive revenue growth within the account. Assist in negotiating contract renewals and terms to ensure they are mutually beneficial.
Skills/Qualifications: (Critical Skills in Bold)
- 12+ years of experience in Consulting, Customer Success, and/or Engagement Management for large enterprise accounts
- 8+ years of experience in working with the full lifecycle of customer success post-sales (implementation, adoption, product training, renewals, upsells, and account management)
- Exceptional project management, communication skills, highly organized, and customer intuitive
- Highly collaborative with a team-first mindset; can work effortlessly and effectively across all departments
- Strong generalist with the ability to wear many hats and move quickly in a dynamic environment
- Contracts Management or Legal experience needed
- Empathetic, positive attitude with a desire to help our customers reach their goals
- SAAS experience, not necessary, but preferred
- BA/BS degree or higher from an accredited university
- Additional Requirements:
- Ability to travel domestically and internationally, as necessary
Canada
United States
