What are the responsibilities and job description for the Customer Success Manager I position at DISCO?
Your Impact
The Customer Success Manager I is responsible for ensuring maximum client retention, satisfaction, and growth. They proactively address customer concerns, provide timely solutions, and support customers to achieve their desired outcomes.
What You'll Do
Perks of DISCO
DISCO provides a cloud-native, artificial intelligence-powered legal solution that simplifies ediscovery, legal document review and case management for enterprises, law firms, legal services providers and governments. Our scalable, integrated solution enables legal departments to easily collect, process and review enterprise data that is relevant or potentially relevant to legal matters.
At DISCO, we believe AI is a core enabler of how work gets done. All employees are expected to proactively adopt and responsibly use AI tools to drive efficiency, improve outcomes, and continuously evolve how they operate in their role.
Are you ready to help us fulfill our mission to use technology to strengthen the rule of law? Join us!
We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
The Customer Success Manager I is responsible for ensuring maximum client retention, satisfaction, and growth. They proactively address customer concerns, provide timely solutions, and support customers to achieve their desired outcomes.
What You'll Do
- Onboard Transactional Clients: Sets up Org and ensures correct users are added. Assesses need for PS referrals; pushes to Sales for request. Identifies the need for training and schedules Matter Consults.
- Manage CSA Queue: Monitors queue for incoming requests. Executes requested tasks. Ensures tickets are updated to reflect status. Documents resolutions and outcomes to maintain historical records.
- CSA Task Management: Runs Subscription and Transactional Usage Reports. Manages all matter transfers.
- Level II - Customer Support: Escalates client requests to the appropriate technical support, billing, or product teams. Works with the Project Management, Technical, and Sales teams to ensure the smooth flow of information related to client needs or ongoing cases. Shares client feedback with appropriate teams.
- Platform Testing: Supports internal testing of new features for the CS team.
- 1-2 years of experience in a customer-facing role, preferably in customer success, support, or account management.
- Ability to confidently engage with stakeholders at all levels and demonstrate thought leadership in client interactions.
- Excellent interpersonal, communication, presentation skills
- Proactive, customer-centric mindset with problem solving abilities
- Analytical skills to synthesize data and provide strategic recommendations
- Strong working knowledge of renewals, upsells, and account expansion
- Experience in legal technology/SaaS client success management
Perks of DISCO
- Open, inclusive, and fun environment
- Benefits, including medical, dental and vision insurance, as well as 401(k)
- Competitive salary plus RSUs
- Flexible PTO
- Opportunity to be a part of a company that is revolutionizing the legal industry
- Growth opportunities throughout the company
DISCO provides a cloud-native, artificial intelligence-powered legal solution that simplifies ediscovery, legal document review and case management for enterprises, law firms, legal services providers and governments. Our scalable, integrated solution enables legal departments to easily collect, process and review enterprise data that is relevant or potentially relevant to legal matters.
At DISCO, we believe AI is a core enabler of how work gets done. All employees are expected to proactively adopt and responsibly use AI tools to drive efficiency, improve outcomes, and continuously evolve how they operate in their role.
Are you ready to help us fulfill our mission to use technology to strengthen the rule of law? Join us!
We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.