Soma Capital Portfolio Jobs

Senior Customer Success Manager



Customer Service, Sales & Business Development
United States
Posted on Sunday, April 21, 2024
About DraftWise

DraftWise is at the forefront of AI in the legal industry, building a secure knowledge platform that helps lawyers at elite law firms draft, negotiate and review contracts faster, and with an edge over their competitors. Our core product unlocks for the first time the years of historic legal contracts that firms have negotiated for their clients. We use the latest in data management, machine learning and language analytics to help lawyers and legal professionals write better, safer contracts. Some reasons to join DraftWise:

  • Our core offering has achieved product market fit proven by our partnerships with the industries leading Vault 10, Magic Circle and AMLAW 100 firms.
  • Our founding team is composed of former Palantir and Google engineers along with an experienced lawyer from a top global law firm.
  • We are backed by Y-Combinator and recently raised our $20M in our Series A backed by Index Ventures
  • We are a fully remote company, though offer the option to co-work in our major cities in the US and Europe.
  • We are working with the latest generative AI technology and developing practical applications of it for the legal industry
  • We are solving problems that matter to lawyers, and our users love us for it!

About The Role

As a Senior Customer Success Manager on our team, you will own client relationships from pilot and testing through conversion and enterprise rollout. You are directly responsible for the success of these customers, both the conversion to paying customers and the ongoing adoption by lawyers at the firm. You will act as the voice of your users in defining and proposing new product features and work directly with Engineers on our team to ensure development meets your user’s needs.

We are quickly growing the number of customers we are working with so you will be instrumental in designing scalable operations, identifying ways to better support more customers over time and selecting the tools you need to do the job well.

We are a small team and expect all members to flexibly help wherever the company needs them the most - if you have an idea for what DraftWise needs, we want to empower you to pursue that project. You will have broad ownership over your initiatives, the ability to shape our culture as we grow and flexibility over your schedule. We will push you to develop a portfolio of customers all using DraftWise, sharing ideas for its improvement and being the voice of your users.

What we value

  • Strong communication skills in an open environment.
  • Creating an environment of trust through well-intentioned feedback.
  • Skills to work independently and make decisions with minimal supervision.
  • Interest in working in a dynamic environment with dynamic objectives.

About You

We're looking for employees who have:

  • Exceptional communication skills with an emphasis on building trust
  • Passion for seeing customers succeed with the product you helped build
  • Passion for building communities of evangelists amongst our customers
  • Experience managing technology implementations in complex environments
  • Experience designing software training and analyzing cohort retention
  • Experience designing and executing scaled CS models (1:many)
  • Interest in the legal industry or in language analytics
  • 5+ years in customer-facing roles

It's Also Great If You Have

  • Interest in designing scalable company processes from an early stage
  • Experience upselling customers on new features and products
  • Interest in product management and user experience design
  • Comfort with data analytics and reporting via front-end interface or SQL

What we offer

  • All-remote work style, work anywhere. Ideally within UTC+4 to UTC-7
  • Equity plan
  • Competitive salary
  • Private medical care
  • New laptop and a work-from-home stipend for necessary accessories
  • Generous PTO / sick leave
  • Opportunity to lead our company as we disrupt the legal world