About Bundledocs
Bundledocs is a rapidly evolving SaaS company and have quickly become the market leader in the document production space. Our clients have grown to include the world’s leading legal firms and government organisations, including over 100 of the UK’s Top 200 law firms. We have expanded and scaled our operations with offices in Ireland, London, Sydney and Toronto. We’re looking for a talented Customer Success Manager to join our team and support our growth.
The Role
Bundledocs has a large global client base, making the customer success role crucial in maintaining ongoing engagement with our clients. The customer success team helps us understand client requirements and ensures that we continue to develop the product to meet client needs. The ideal candidate will have experience in customer success, account management, or a related field, with a proven ability to drive customer satisfaction, adoption, and retention.
Key Responsibilities
Customer Onboarding
* Lead onboarding for new customers, ensuring a smooth transition from sales to success.
* Developing initiatives to ensure we continue improving our engagement with clients
* Train customers on platform features, best practices, and use cases to maximise value.
Customer Relationship Management
* Serve as the primary point of contact and proactively identify opportunities to drive deeper engagement and adoption of the solution.
* Build long-term relationships with stakeholders at all levels, from end users to C-suite executives.
* Maintain detailed records of account activity in our CRM and contribute to internal reporting, as required.
* Manage renewals and client licence requests in coordination with the accounts team
Collaboration and Support
* Partner with cross-functional teams (sales, support, development, accounts) to address customer needs and deliver a seamless experience.
* Act as the voice of the customer to influence product development and roadmap.
* Understanding challenges in the marketplace and provide regular feedback to internal teams on customer challenges, successes, and feature requests.
* Provide technical assistance to the sales for more complex presales requirements, as needed.
Experience and qualifications
* Bachelor’s degree or equivalent work experience
* Proven experience working with senior leadership teams to gain resolutions
* Possess technical aptitude or familiarity with software concepts
* Excellent phone, written and verbal communication skills. Familiar with presenting verbally in person, over the phone, and in email communication
* Able to work independently and with the ability to work productively as part of a team
* Ability to manage time and prioritise activities
* Experience working in a SaaS organisation or knowledge of the legal industry - a plus but not essential
* Knowledge of Legal DMS/PCMS implementations an advantage
Why Join Bundledocs?
* Opportunity to work with an innovative SaaS product that solves real-world problems
* Collaborative and inclusive company culture
* Competitive salary and professional development opportunities, including certifications and training.