Customer Success Manager, NAM

About SpotDraft. SpotDraft is on a mission to help legal and business teams move faster, together. Our AI-powered contracting platform is redefining how companies manage contracts, and our story deserves to be told in creative, human, and memorable ways. Top Outcomes: Join our Customer Success team to help execute our vision of reducing mundane work for legal teams and enhancing human productivity. Customer Success Managers at SpotDraft will end up owning the post-sale journey of our customers. As a Customer Success Manager, you will be responsible for activation, onboarding & retention of customers. You will also be responsible for identifying upsell opportunities and creating amazing user experiences (via gamification and other initiatives) to convert our customers into champions. Day to Day: - Timings: 5pm IST to 2am IST - Leverage your deep product expertise and understanding of our customer’s business goals to lead adoption and enablement activities. - Develop a program plan with measurable goals, a clear governance structure, and agreed-upon metrics of success. - Lead workshops and complex deployment projects involving multiple senior stakeholders. - Conduct Business Reviews with economic sponsors, program managers & business stakeholders for the purpose of reviewing results, sharing partnership feedback, and aligning on go-forward strategies. - Build and manage relationships across your portfolio to solidify our partnership and commitment to the customer’s business goals. - Proactively monitor and analyze customer health indicators, business goals & renewal dates, and develop strategies for joint success. Requirements: - Excellent presentation, organizational, and communication skills (both written and verbal) - 3+ years of relevant experience as a customer success manager in B2B SaaS companies, with enterprise-level customers preferred - Ability to facilitate workshops with C-level executives and senior stakeholders on governance and operating models, business adoption techniques, the product vision & roadmap - Team-first mentality & growth mindset are a must. Why SpotDraft? - Brilliant teammates—Work with some of the sharpest minds in legal tech. - Expand your network—Interact with top founders, investors, and industry leaders. - Real impact—Take ownership of projects and see your work in action. - Big goals, bold moves—We trust you to deliver, innovate, and push boundaries. Our Core Values - Our business is to delight Customers - Be Transparent. Be Direct - Be Audacious - Outcomes over everything else - Elevate each other - Be Passionate. Take Ownership. - Be 1% better every day All candidates’ personal data shared during the recruitment process will be handled with utmost confidentiality and used solely for hiring purposes, in line with applicable data protection regulations. *SpotDraft is an equal-opportunity employer. Candidates will not be discriminated against based on race, ethnicity, color, religion, caste, sex, gender identity, sexual orientation, national origin, veteran, or disability status