Delivery Success Manager - Legal Tech, East Coast
About the position
NetDocuments is seeking a Delivery Success Manager in the East Coast area to support partner-led implementations of our cloud-based document management platform. You’ll work closely with both partners and customers to ensure successful project delivery, while serving as a key liaison between external stakeholders and internal teams. This role is critical to driving implementation success, maintaining alignment, and enabling scalable outcomes.
Responsibilities
• Provide implementation oversight to ensure alignment with NetDocuments standards, timelines, and customer expectations. Review of migration and configuration plans in high-risk or complex environments
• Drive resolution of partner and customer issues by identifying risks early, resolving blockers efficiently, and ensuring they are fully addressed
• Monitor partner performance using tools like Salesforce and Gainsight to identify and document risks, surface underperformance (e.g., certification gaps, delayed SOWs), and escalate issues as needed
• Support partner onboarding by shadowing their first implementation - reviewing deliverables, providing structured feedback, and validating readiness for independent delivery
• Conduct partner delivery readiness assessments (training/certification completion, delivery prerequisites) and confirm delivery-ready status prior to independent delivery
• Act as a liaison for partners—coordinating across internal teams to drive issue resolution, represent partner needs, and manage escalations through to closure
• Build strong relationships with both partners and customers to foster collaboration and ensure project success
• Present confidently to partners, customers, and internal stakeholders in meetings, project updates, and briefings
• Contribute to the creation of enablement tools, training content, and templates that support scalable partner and customer success
• Support strategic business outcomes, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and partner delivery KPIs
• Other duties as assigned.
Requirements
• Bachelor’s degree or equivalent experience
• NetDocuments or other legal business technology experience required
• 2+ years’ experience of implementing Document Management Solutions business technology – principally to law firms
• 2+ years’ experience in customer account management and/or vendor account management
• Competency in understanding contractual and design documents relating to business technology systems, such as statements of work and configuration design documentation
• Working knowledge of SaaS implementation concepts (cloud, security, integrations) sufficient to review partner plans and communicate impacts clearly
Apply Now
Apply Now
NetDocuments is seeking a Delivery Success Manager in the East Coast area to support partner-led implementations of our cloud-based document management platform. You’ll work closely with both partners and customers to ensure successful project delivery, while serving as a key liaison between external stakeholders and internal teams. This role is critical to driving implementation success, maintaining alignment, and enabling scalable outcomes.
Responsibilities
• Provide implementation oversight to ensure alignment with NetDocuments standards, timelines, and customer expectations. Review of migration and configuration plans in high-risk or complex environments
• Drive resolution of partner and customer issues by identifying risks early, resolving blockers efficiently, and ensuring they are fully addressed
• Monitor partner performance using tools like Salesforce and Gainsight to identify and document risks, surface underperformance (e.g., certification gaps, delayed SOWs), and escalate issues as needed
• Support partner onboarding by shadowing their first implementation - reviewing deliverables, providing structured feedback, and validating readiness for independent delivery
• Conduct partner delivery readiness assessments (training/certification completion, delivery prerequisites) and confirm delivery-ready status prior to independent delivery
• Act as a liaison for partners—coordinating across internal teams to drive issue resolution, represent partner needs, and manage escalations through to closure
• Build strong relationships with both partners and customers to foster collaboration and ensure project success
• Present confidently to partners, customers, and internal stakeholders in meetings, project updates, and briefings
• Contribute to the creation of enablement tools, training content, and templates that support scalable partner and customer success
• Support strategic business outcomes, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and partner delivery KPIs
• Other duties as assigned.
Requirements
• Bachelor’s degree or equivalent experience
• NetDocuments or other legal business technology experience required
• 2+ years’ experience of implementing Document Management Solutions business technology – principally to law firms
• 2+ years’ experience in customer account management and/or vendor account management
• Competency in understanding contractual and design documents relating to business technology systems, such as statements of work and configuration design documentation
• Working knowledge of SaaS implementation concepts (cloud, security, integrations) sufficient to review partner plans and communicate impacts clearly
Apply Now
Apply Now