Customer Experience Manager
About Us
At Entegrata, we help law firms turn data into decisions. We deploy a turnkey data lakehouse platform that consolidates siloed legal, operational, and financial data into single sources of truth, enabling unified reporting and AI-driven innovation. Founded in 2023 and headquartered in Indianapolis, we’re a fast-growing, venture-backed SaaS company on a mission to be the data platform of choice for the top law firms in the world.
Job Description:
We are seeking a Customer Experience Manager to lead customer onboarding and technical implementation while serving as the project manager who keeps each engagement on track. Over time, you'll take ownership of the ongoing customer relationship and its continued growth.
Job Title: Customer Experience Manager
Location: US, Canada
Key Responsibilities:
Onboard and Implement New Customers: Guide customers through the initial setup and implementation process as both the technical lead and the project manager. Build project plans, coordinate stakeholders, and monitor progress to ensure a seamless experience.
Manage Multiple Engagements at Once: Juggle a portfolio of concurrent implementations & ‘live’ customers, prioritizing effectively and working efficiently as deadlines, customer needs, and internal dependencies shift.
Operate in an Evolving Environment: Thrive in an environment where our processes are still maturing. Use good judgment to fill the gaps and help build repeatable playbooks and documentation as the company grows.
Data Integrations and Use: Manage the integration of customer data into their Entegrata Lakehouse. Gather requirements for reporting and customer AI projects and drive new use cases for data usage.
Own the Relationship and Drive Growth: Own the customer relationship and its outcomes across the full lifecycle using Customer Success best practices. Lead Executive Business Reviews, act on customer surveys, drive product stickiness and expansion, and serve as Voice of Customer to internal teams (Product, Engineering). Own Renewals & partner with Sales on expansions & upsells.
Mentor and Share Knowledge: Support newer team members and contribute reusable templates and documentation as the team and its processes grow.
Occasional travel may be required (estimated 10-15%)
What Success Looks Like (First 3/6/12 Months)
By month 3:
You have a solid working understanding of Entegrata's platform, implementation process, and current customer portfolio.
You're actively leading onboarding and implementation for at least one customer engagement, building project plans and coordinating stakeholders.
You've built working relationships with the customers and internal teams you support.
By month 6:
You're managing multiple concurrent implementations & live customers independently, prioritizing effectively as customer needs and deadlines shift.
You've helped mature the team's processes, contributing playbooks, documentation, or templates that make onboarding and implementation more repeatable.
By month 12:
You own a growing portfolio of customer relationships with a track record of driving adoption, renewals, and expansion.
You're a trusted Voice of Customer to Product and Engineering, and a go-to resource for newer team members.
You've taken ownership of a customer's data integration requirements and identified a new use case for reporting or data usage.
Qualifications:
Exceptional communication and problem-solving skills, with a consultative approach to customer engagement.
Has executive presence: can own & confidently drive meetings with stakeholders of all types and personalities.
Proven project management skills, comfortable building and managing project plans and driving multiple workstreams to completion.
Thrives in a fast-paced, high-growth environment where customer demand can run ahead of the team's capacity. Takes ownership of outcomes, carries a full and shifting workload, and moves work forward with a bias for action.
Team-first and low-ego, the kind of person who jumps in wherever needed and shares the load in busy stretches. We work like a close-knit team where everyone has each other's back.
Minimum of 3-5 years at a law firm or software company (ideally in the legal vertical) as the point person driving technical implementations and project delivery of enterprise IT systems, with hands-on experience in customer onboarding, implementation, and/or success.
Working technical fluency: comfortable examining data, merging data from various systems, and business reporting, without requiring deep hands-on engineering depth.
A background in general IT along with a good foundation of SaaS & PaaS basic architecture & concepts.
Preferred Qualifications:
Prior experience in Customer Success or Professional Services, particularly with SaaS or PaaS products.
Strong technical acumen with experience across data integration, APIs, cloud solutions, or enterprise software deployment, including merging data from multiple systems into a unified source of truth.
General knowledge of Microsoft Azure, including but not limited to logically isolated subscriptions, encryption standards, and networking concepts such as peering and site-to-site tunnels.
Prior startup experience, working hands-on with Product & Engineering organizations
Why Join Entegrata?
Innovative Environment: Opportunity to shape the customer experience strategy for a cutting-edge legal data integration platform.
Collaborative Culture: Join a close-knit, high-performing team that has each other's back and shares a commitment to collaboration, innovation, and customer success.
Competitive Benefits: Enjoy competitive compensation, benefits, and growth opportunities in a dynamic environment.
Benefits:
Competitive start-up salary, flexible and remote work options, 401k, medical, dental, vision and life insurance, paid time off and holidays, and opportunities for professional growth and development.
This role is ideal for someone who can lead technical implementations while juggling many moving pieces, and who is energized by a fast-growing, still-maturing environment. If that sounds like you, we encourage you to apply here.