Customer Success Manager

ReportsVault is a legal SaaS platform that helps enterprise organizations streamline complex workflows, including contract management, matter management, vendor coordination, and internal requests.

We are seeking a Texas-based Customer Success Manager to manage client relationships, lead onboarding and product training, support adoption, and ensure a high-quality customer experience. The ideal candidate is a strong communicator who can confidently work with enterprise clients, manage multiple priorities, and coordinate effectively with internal teams.

This position is open only to candidates currently residing in Texas. Candidates outside Texas will not be considered.

Job Responsibilities

• Build and maintain strong relationships with new and existing enterprise clients.
• Serve as a primary point of contact for customer inquiries, support needs, and ongoing communication.
• Manage customer onboarding and support successful platform adoption.
• Conduct product demonstrations, platform walkthroughs, onboarding sessions, and training.
• Understand customer workflows, goals, and requirements to help clients use the platform effectively.
• Manage customer correspondence, follow-ups, action items, and support requests.
• Coordinate with product, engineering, implementation, and internal teams to resolve customer needs.
• Track customer issues and requests through resolution and provide timely updates.
• Prepare and maintain user guides, onboarding materials, training resources, FAQs, and presentations.
• Gather customer feedback and communicate relevant insights to internal teams.
• Maintain accurate records of customer interactions, requirements, feedback, and account information.
• Identify opportunities to improve onboarding, support, adoption, and the overall customer experience.
• Take ownership of additional responsibilities as the company and customer base grow.