The Company
Softdocs is a leading remote enterprise Software as a Service (SaaS) company specializing in serving Higher Education and K12 institutions, as well as State and Local Government through Etrieve, an enterprise content management (ECM) platform. With a remarkable 25-year history, Softdocs is committed to promoting educational and governmental equity by eliminating inefficiencies. Our core values of candor, collaboration, curiosity, grit, and inclusivity shape our approach to providing innovative solutions.
Position Descriptions
Softdocs is seeking a strategic, commercially-minded Client Success Manager (CSM) to own the long-term success, retention, and growth of an assigned portfolio of clients across Higher Education, K-12, and Government organizations. Client Success Managers serve as trusted advisors to institutional leaders, helping clients maximize the value of the Softdocs platform while driving strong client outcomes, product adoption, executive engagement, and long-term partnership success.
The primary objective of the Client Success Manager role is to drive Net Revenue Retention (NRR) through proactive relationship management, renewals, churn prevention, and expansion opportunities including upsells and cross-sells. CSMs operate as the strategic post-sale relationship owner for assigned accounts and partner cross-functionally with Sales, Professional Services, Support, Product, Engineering, and Marketing teams to ensure clients achieve measurable value and continue to expand their partnership with Softdocs.
The role reports to the Vice President, Client Success.
Position Descriptions
Softdocs is seeking a strategic, commercially-minded Client Success Manager (CSM) to own the long-term success, retention, and growth of an assigned portfolio of clients across Higher Education, K-12, and Government organizations. Client Success Managers serve as trusted advisors to institutional leaders, helping clients maximize the value of the Softdocs platform while driving strong client outcomes, product adoption, executive engagement, and long-term partnership success.
The primary objective of the Client Success Manager role is to drive Net Revenue Retention (NRR) through proactive relationship management, renewals, churn prevention, and expansion opportunities including upsells and cross-sells. CSMs operate as the strategic post-sale relationship owner for assigned accounts and partner cross-functionally with Sales, Professional Services, Support, Product, Engineering, and Marketing teams to ensure clients achieve measurable value and continue to expand their partnership with Softdocs.
The role reports to the Vice President, Client Success.
The salary range is reflective of the base salary for this role. There is also a strong commissions component to this roles with additional SPIF and up to $17k in bonus opportunities.
This role is fully remote but is US-based. At this time, we require our team to be based in the United States. The responsibilities of the role, your experience and skills, and internal equity across our team determine compensation. We use market data and real-world performance to make sure pay is fair, competitive, and aligned with impact.
Position Responsibilities
Own the retention, renewal, and growth of an assigned portfolio of clients
Identify, develop, and help execute upsell, cross-sell, and expansion opportunities
Proactively identify and mitigate churn risk through strategic client engagement and remediation planning
Build trusted advisor relationships with executive sponsors, decision-makers, and operational stakeholders
Lead strategic business reviews focused on client outcomes, adoption, operational value, and future opportunities
Drive product adoption and overall client health across assigned accounts
Coordinate escalations and cross-functional client success efforts as needed
Maintain accurate forecasting, account activity, opportunity tracking, and client health data within Salesforce and associated tools
Partner internally with Sales, Professional Services, Support, Product, Engineering, and Marketing teams to improve client outcomes and overall client experience
Represent Softdocs at client events, and conferences, and via webinars and marketing initiatives
Identify and maintain client health scores and referenceable accounts by proactively monitoring, gathering, and documenting key client health indicators including relationship sentiment, survey feedback, product adoption and usage trends, services engagement, support trends, and overall account engagement within Salesforce and associated client success tools
Other duties as assigned
The Ideal Candidate
Technical Skills
Aptitude to learn and strategically position enterprise SaaS platforms, including ECM, forms, workflow, and automation solutions
Experience leveraging Salesforce or similar CRM/client success platforms for forecasting, account management, and client engagement tracking
Strong business technology acumen and ability to align software capabilities to organizational outcomes
Hard Skills
Experience managing renewals, retention efforts, upsell opportunities, or account growth targets
Strong consultative engagement and strategic account management skills
Ability to communicate effectively with executive leadership, operational stakeholders, and technical teams
Strong organizational, forecasting, problem-solving, and prioritization capabilities
Ability to manage multiple clients, priorities, and initiatives in a fast-paced environment
Soft Skills
Relationship-oriented professional who builds trust quickly and maintains strong partnerships
Resourceful and proactive with a strong sense of ownership and accountability
Client-minded while appropriately balancing business priorities and scalability
Strong written and verbal communication skills with appropriate candor and professionalism
Collaborative team player who works effectively across cross-functional teams
Adaptable and comfortable navigating ambiguity and change
Bonus If You Have
Experience working within Higher Education, K-12, or Government sectors
Experience working for a high-growth SaaS company
Experience in Client Success, Account Management, Consulting, Sales, Professional Services, or enterprise software implementations
Experience with Salesforce and similar client success platforms
Experience supporting enterprise software renewals and expansion sales motion
Required Education and Experience
3–5+ years of experience in Client Success, Account Management, Consulting, Sales, Professional Services, Project Management, or similar client-facing roles
Experience managing complex client relationships and driving measurable business outcomes
Bachelor’s degree preferred or equivalent professional experience
Working Conditions
Remote position
Up to 20% travel
What We Offer
Remote Position: 100% remote work from anywhere in the U.S.
Direct Access to Leadership: You’ll have open access to our CEO and senior leaders from day one.
Comprehensive Benefits: Medical, Dental, Vision, 401(k), Disability, $15,000 Life Insurance, flexible PTO, 13 holidays, and paid parental leave.
Laptop/Equipment Stipend: Choose your laptop and set up your remote workspace your way.
Professional Development: Grow through training, learning opportunities, and leadership exposure.
Mentorship & Collaboration: Work closely with senior leaders and cross-functional teams. Collaboration fuels innovation here.
People-First Culture: Bring your full self to work. We believe family time (however you define it) matters.
Retention Record: Our average employee tenure is over 5 years, with many team members here for more than a decade.
Softdocs is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.