[Remote] Delivery Success Manager - Legal Tech, East Coast
Note: The job is a remote job and is open to candidates in USA. NetDocuments is the world’s #1 trusted cloud-based content management and productivity platform that helps legal professionals do their best work. They are seeking a Delivery Success Manager to support partner-led implementations of their document management platform, ensuring successful project delivery and serving as a liaison between external stakeholders and internal teams.
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
Skills
• 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
Company Overview
• NetDocuments enables businesses of all sizes to create, secure, manage, access, and collaborate on documents and email anywhere, any time. It was founded in 1999, and is headquartered in Lehi, Utah, USA, with a workforce of 201-500 employees. Its website is http://netdocuments.com.
Company H1B Sponsorship
• NetDocuments has a track record of offering H1B sponsorships, with 4 in 2025, 2 in 2024, 2 in 2023, 2 in 2022, 1 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.
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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
Skills
• 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
Company Overview
• NetDocuments enables businesses of all sizes to create, secure, manage, access, and collaborate on documents and email anywhere, any time. It was founded in 1999, and is headquartered in Lehi, Utah, USA, with a workforce of 201-500 employees. Its website is http://netdocuments.com.
Company H1B Sponsorship
• NetDocuments has a track record of offering H1B sponsorships, with 4 in 2025, 2 in 2024, 2 in 2023, 2 in 2022, 1 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.
Apply tot his job
Apply To this Job