Manager, Client Success

| Austin
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Your Impact

The Manager of Client Success is responsible for leading a client success team to create raving fans of DISCO. With an insatiable appetite for industry domain, you will coach and manage a team to create a consistent client experience. This will help ensure that clients invest deeply with DISCO. This also includes supporting client escalations, partnering across company departments to up-level the client experience, and delivering on goals set by company leadership.

What You'll Do
  • Responsible for building out a proactive client success function with a clear focus on expanding account revenue by overseeing the broader DISCO experience.
  • Manage a team with creating a culture dedicated to account adoption.
  • Drive accountability across across your team in running proactive client adoption plays such as encouraging client participation in training opportunities and promoting adoption through roadshows
  • Focus the team’s efforts on land-and-expand account growth in a portfolio of decentralized buying organizations
  • Conduct role play scenarios and review call recordings designed to maintain brand messaging, account management and upselling skills. 
  • Define and execute processes and procedures to ensure quality and scalability of operations; manage the team to KPIs and data-driven approaches
  • Collaborate cross-functionally across the various internal functions including professional services, sales, and operations
  • Identify experience issues from client feedback and assist in finding ways to improve our product and go-to-market processes
  • Serve as an escalation point for client challenges to ensure issues are quickly resolved within your team’s portfolio
  • Provide solutions to our clients by utilizing strong problem-solving skills with an analytical approach
Who You Are
  • Results focused Client Success leader with experience managing a team of 8+ customer focused team members
  • Experience driving revenue growth in a usage based model 
  • Excellent management and communication skills
  • Accountable to leading and lagging indicators related to revenue growth based on consistent and measurable performance management
  • Customer-centric thought process with the ability to provide process improvement
  • Technologically savvy
  • Experience improving customer satisfaction
  • Ability to thrive in a fast-paced environment
  • Proven track record of client success within a SaaS company
Even Better If You…
  • Have legal industry experience, including supporting clients in firms or legal departments
  • Supported both software and services organizations in a client success function
  • Help scope and prescribe systems to automate client success outreach and measurement functions within the Salesforce.com ecosystem.

We will not hire residents of Colorado for this role

About 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.

In 2020, 171 law firms in the 2020 AmLaw 200 used DISCO in the course of legal work on behalf of their clients. More than 800 enterprises, law firms, legal services providers and government organizations are DISCO customers.

Are you ready to revolutionize the practice of law? Join us!

Perks of DISCO
  • Open, inclusive, and fun environment
  • Benefits, including medical, dental and vision insurance, as well as 401(k) (EU coming soon)
  • Competitive salary plus stock options
  • Flexible PTO 
  • Opportunity to be a part of a company that is revolutionizing the legal industry
  • Growth opportunities throughout the company

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.

Please note that DISCO has a mandatory COVID vaccination policy which requires all employees in the U.S. to be fully vaccinated, subject to applicable legal exemptions.


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Technology we use

  • Engineering
  • Product
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
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    • ReactLibraries
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    • FlaskFrameworks
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    • IllustratorDesign
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    • ConfluenceManagement
    • JIRAManagement

Location

While we're WFH right now, our office is off Loop 360. We have a great office balcony where we can work and enjoy the view.

An Insider's view of DISCO

How would you describe the company’s work-life balance?

DISCO enables me to split my energy between work and other aspects of my life that are important. Our flexible PTO truly relieves the stress of taking time off to take care of our personal lives.

Jason

Account Executive

What makes someone successful on your team?

We talk a lot about personal brand on my team: how you show up to a conversation and partner with those around you to successfully close a sale can often be a key factor in success. Whether it is committing to a positive experience for the client or welcoming a new customer, giving your all, all the time, is a part of our culture.

Lauren

VP of Sales, West

How do you make yourself accessible to the rest of the team?

Our team leadership holds virtual office hours to replicate the quick discussions and fast problem-solving that doesn’t always require a 30-minute meeting to address. We share best practices and lessons learned from conversations with our current and future customers.

Andrew

Chief Revenue Officer

What’s the vibe like in the office?

Our Product Delivery team is made up of people who are very smart and passionate about their craft, whether it's software engineering, product management, or design. These folks come energized by the challenge of solving hard problems. They love what they do and making amazing software.

Ariel

Engineering Office Manager

What are DISCO Perks + Benefits

DISCO Benefits Overview

DISCO knows its employees are the secret of our success. Our focus is keeping DISCO a great place to work, which includes providing benefits and perks that help our employees live up to their potential.

Culture
Volunteer in local community
DISCO Cares was born out of Hurricane Harvey rescue and rebuild efforts and our shared belief that to help is human. It's driven by our employees and supported by our leadership.
Partners with Nonprofits
Friends outside of work
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Leadership has gone through racial equity training.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
DISCO employees who have elected to have an FSA can contribute up to $2650 annually.
Disability Insurance
Dental Benefits
Our dental plan has a $0 premium for the employee, with a reasonable monthly premium up for additional family members.
Vision Benefits
Our vision plan has a $10 copay for annual well vision exams and an $180 allowance for glasses and $150 allowance for contact lenses.
Health Insurance Benefits
DISCO offers a variety of health insurance plans. Our high deductible plans cover 100% of the employee's premium with an HSA and we also provide PPO/FSA plans.
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
DISCO employees also have access to Talkspace.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
DISCO's 401(k) plan matches up to 3.5%: 100% on the first 1% of employee contributed income, and 50% on the next 5% of employee contributed income, with a two-year vest on matching contributions.
Company Equity
Employee Stock Purchase Plan
DISCO will be rolling out an Employee Stock Purchase Plan in 2022.
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
DISCO offers a dependent care FSA where employees can contribute up to $5000 tax-free dollars towards child or elder care.
Generous Parental Leave
DISCO provides up to 12 weeks of parental leave for the primary caretaker. We also provide 4 weeks of leave for the secondary caretaker.
Flexible Work Schedule
DISCO provides employees with flexibility. Particularly as we work from home during the pandemic, we recognize our employees' families may require additional flexibility as they juggle work and home.
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Stocked Kitchen
DISCO has a well-stocked kitchen including healthy snacks, sodas, coffee, cold brew, and Topo Chico.
Parking
We offer employees free on-site garage parking.
Professional Development Benefits
Promote from within
Online course subscriptions available
Paid industry certifications
Access to LinkedIn Learning
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