Careers

Customer Success Manager

Customer SuccessRemote-friendly

Help court reporting teams adopt DraftTheRecord and turn their feedback into better product decisions.

About the role

The Customer Success Manager will help court reporters, agencies, and transcription teams get real value from DraftTheRecord. You will guide onboarding, support adoption, identify expansion opportunities, and make sure customer feedback reaches the product team clearly.

This is a hands-on role for someone who enjoys building relationships, learning customer workflows deeply, and helping a technical product become indispensable.

Responsibilities

  • Own onboarding for new customers, including setup, training, workflow mapping, and early success milestones.
  • Build strong relationships with court reporting agencies, independent reporters, transcription teams, and legal operations contacts.
  • Monitor account health, identify risks early, and proactively help customers get more value from the product.
  • Collect, synthesize, and communicate customer feedback to product and engineering.
  • Create repeatable onboarding materials, help documentation, training sessions, and best-practice guides.
  • Partner with sales and leadership on renewals, expansions, and customer references.

What we're looking for

  • Experience in customer success, account management, implementation, support, or a customer-facing operations role.
  • Excellent written and verbal communication skills.
  • Ability to understand complex workflows and explain technical products clearly.
  • Strong follow-through, organization, and comfort managing multiple customer relationships at once.
  • Empathy for professional users who depend on reliable tools to do high-stakes work.

Nice to have

  • Experience with court reporting, transcription, legal services, or legal technology.
  • Experience working with early-stage products where customer feedback shapes the roadmap.
  • Comfort creating training content, webinars, and customer-facing documentation.

What success looks like

  • New customers are onboarded smoothly and see value quickly.
  • Customer feedback becomes actionable product insight.
  • Customers trust DraftTheRecord as a long-term partner in their workflow.