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About the role
- Scale Customer Success Manager driving adoption, retention, and expansion for LawVu’s AI-native legal operations platform. Managing remote customer portfolios, digital success programs, renewals, and upsell opportunities across the United States and Canada.
Responsibilities
- Initialize and onboard new customers
- Communicate with clients to understand objectives, requirements, internal workflows, and ways of working
- Identify and engage key stakeholders and manage clear, timed success plans
- Multi-thread accounts by nurturing product champions and decision makers
- Coach system champions to become experts and train their teams
- Run train-the-trainer sessions remotely, with infrequent on-site training possible
- Proactively manage a portfolio of customer accounts using scaled and high-touch activities
- Conduct check-ins, reviews, and renewals based on adoption stage and health score
- Educate customers on new features, releases, and product concepts
- Identify churn risks and develop retention and adoption-growth strategies
- Collaborate with Support and Product to collect and action customer feedback
- Escalate issues to Support and liaise through resolution
- Implement and refine the Customer Success strategy to reduce Time to First Value
- Improve scaled success processes using the Customer Success Platform, CRM, and other tools
- Identify upsell and cross-sell opportunities to grow Annual Recurring Revenue per account
- Build customer advocates and work with Marketing to engage them at scale
- Achieve at least 110% Net Revenue Retention as part of the annual bonus scheme
- Report to the Director of Customer Success
Requirements
- 2+ years of experience in a remote scaled implementation, account management, or customer success role
- Track record of upsell and client growth achievement
- Ability to create engaging content including videos, business reviews, and articles
- Strong operations skills
- Comfortable making data-driven decisions and leveraging digital programs in a Customer Success Platform such as Planhat
- Knowledge and understanding of the legal industry
- Strong time management and organizational skills
- Ability to multitask
- Excellent negotiation and presentation skills
- Excellent listening, verbal, and written communication skills
Benefits
- Monthly wellness allowance to use on whatever enables you to bring your whole self to work – gym membership, massage, childcare…the list goes on!
- Health insurance
- Extended paid parental leave
- Extra paid day off on your birthday
- Share options so you can have a piece of the pie
- Home office allowance set up for remote employees
- Flexible working arrangements
- Opportunity to participate in LawVu’s success through the incentive scheme
- Continuous improvement and future career development opportunities
- Collaborative and inclusive culture
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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