Customer Success DMS Manager at Reed Technology

Colorado Springs, Colorado, United States -

Full Time

Start Date

Immediate

Expiry Date

14 Jun, 26

Salary

230700.0

Posted On

16 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Coaching, Trial Enablement, Post-Sale Training, Adoption Strategy, Data Analysis, Cross-Functional Collaboration, Executive Communication, Renewal Support, Onboarding Frameworks, Portfolio Oversight, Customer Feedback Synthesis, SaaS, Legal Technology, Adoption KPIs

Industry

Information Services

Description

Position Overview We are seeking a strategic and analytical Customer Success Manager to lead a team of four Customer Success Consultants responsible for trial enablement, post-sale training, and long-term adoption of our drafting and DMS integration solutions within law firms. This is a performance-driven leadership role measured by adoption depth, customer engagement, renewal support, and overall portfolio health. The role operates at the center of a highly cross-collaborative ecosystem, partnering closely with Sales, Marketing, Product, Development, and Data Science to ensure customer insights translate into improved onboarding, stronger adoption programs, and continuous product enhancement. The ideal candidate can operate both tactically and strategically — identifying usage trends across accounts, designing scalable onboarding and adoption programs, and equipping their team with a clear framework for consistent execution. This leader must be comfortable zooming out to see systemic patterns across the portfolio while also diving into account-level insights when necessary. Key Responsibilities Team Leadership and Execution Framework Lead, coach, and develop a team of four Customer Success Consultants focused on trials, onboarding, and adoption of drafting and DMS-integrated solutions. Establish a structured operating model that defines success milestones, engagement cadences, and adoption benchmarks. Provide clear implementation frameworks and playbooks that Consultants can consistently execute across firms. Adoption Strategy and Program Development Analyze product usage data in partnership with Data Science and internal analytics teams to identify adoption trends, expansion opportunities, and risk signals across the customer base. Translate insights into scalable onboarding programs, advanced feature enablement initiatives, and targeted adoption campaigns. Develop measurable adoption KPIs and reporting mechanisms to track engagement depth and long-term value realization. Cross-Functional Collaboration Work closely with Sales to ensure smooth trial-to-post-sale transitions and aligned customer expectations. Partner with Marketing to inform targeted enablement content and adoption campaigns. Collaborate with Product and Development to prioritize enhancements based on structured customer feedback and real-world workflow friction. Act as a bridge between customer experience and internal execution, ensuring alignment across go-to-market and product teams. Portfolio-Level Insight and Strategic Oversight Move beyond individual account activity to identify systemic themes, friction points, and behavioral trends. Balance tactical support with strategic oversight—ensuring the team focuses on high-impact initiatives rather than reactive activity. Voice of the Customer Serve as a structured feedback channel to Product Management and Development teams. Synthesize recurring pain points, workflow barriers, feature requests, and competitive pressures into actionable insights. Advocate for enhancements that improve integration, drafting efficiency, and user experience within real-world legal workflows. Executive and Stakeholder Engagement Engage credibly with C-suite executives, Managing Partners, AI Innovation Attorneys, KM leaders, and law librarians to secure internal buy-in and drive organizational adoption. Address strategic concerns around AI usage, workflow disruption, risk mitigation, and ROI. Support firms in aligning technology adoption with broader innovation initiatives. Renewal Support and Customer Health Partner closely with Sales and Account Management to support renewals through demonstrated adoption and measurable value. Monitor health indicators and proactively address risks that may impact retention. Qualifications 5+ years in Customer Success, legal technology consulting, or client enablement within a SaaS or legal-tech environment 2+ years of people leadership experience Demonstrated experience using product usage data and analytics to drive adoption strategy Experience working cross-functionally with Sales, Marketing, Product, and analytics teams Strong executive communication skills with the ability to influence senior stakeholders in law firms Experience designing onboarding frameworks or scalable enablement programs Ability to synthesize complex signals and identify broader portfolio trends Preferred Experience Experience with drafting automation, generative AI tools, or document management system integrations Familiarity with AmLaw or mid-sized law firm operational structures Exposure to legal innovation, knowledge management, or AI transformation initiatives U.S. National Base Pay Range: $115,400 - $192,300. Geographic differentials may apply in some locations to better reflect local market rates. If performed in Colorado, the base pay range is $115,400 - $192,300.If performed in Illinois, the base pay range is $121,200 - $201,900.If performed in Chicago, IL, the base pay range is $126,900 - $211,500.If performed in New York, the base pay range is $126,900 - $211,500.If performed in New York City, the base pay range is $138,400 - $230,700.If performed in Rochester, NY, the base pay range is $115,400 - $192,300.If performed in Ohio, the base pay range is $109,500 - $182,700. This job is eligible for an annual incentive bonus. Application deadline is 05/30/2026. We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120. Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here. Please read our Candidate Privacy Policy. We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. USA Job Seekers: EEO Know Your Rights. LexisNexis Legal & Professional is a leading global provider of legal, regulatory and business information and analytics that help customers increase productivity, improve decision-making and outcomes, and advance the rule of law around the world. We help lawyers win cases, manage their work more efficiently, serve their clients better and grow their practices. We assist corporations in better understanding their markets and preventing bribery and corruption within their supply chains. We partner with leading global associations and customers to help collect evidence against war criminals and provide tools to combat human trafficking. We endeavour to advance the rule of law across the world.Our teams are combining unparalleled legal and business information with analytics and technology to advance what’s possible for the way our customers work and to advance what’s possible in the world by strengthening the rule of law.

Responsibilities

This role involves leading, coaching, and developing a team of four Customer Success Consultants focused on driving adoption of drafting and DMS integration solutions within law firms. Key duties include establishing structured operating models, analyzing usage data to inform strategy, and collaborating cross-functionally with Sales, Marketing, and Product teams.