Customer Success Manager

Summary

Join ConnectOS, a top-rated Philippines employer, and contribute to a mission of empowering plaintiff lawyers with AI technology. This Customer Success Manager role offers a competitive salary (P70,000 - P80,000 monthly) and a work-from-home arrangement. You will drive client success and growth, ensuring high adoption and satisfaction while achieving key performance indicators. The position requires 5+ years of Customer Success experience in legal tech or SaaS, excellent communication skills, and a proven ability to manage a large book of business. Enjoy comprehensive benefits including medical, dental, and life insurance, paid time off, and opportunities for career growth.

Requirements

• 5+ years of Customer Success experience, ideally working with mid-size and enterprise accounts
• Solid experience and understanding of legal tech or SaaS industry
• Proven acumen around planning and managing a large book of business in a fast-paced environment
• Excellent communication skills and the ability to present complex information across various stakeholders
• An eagerness to learn, adapt, and bring creative solutions to client needs

Responsibilities

• Drive Client Success and Growth: Ensure high adoption, retention, and expansion of Eve's suite of solutions among law firm clients. Achieve and maintain client satisfaction scores above 90%, while driving a 15% year-over-year increase in average contract value through strategic upsells and cross-sells
• Onboarding: Enable teams at firms using Eve in 90 days or less
• Maximize Product Utilization: Achieve 90% Case/Matter utilization, increase user engagement by 90% within six months, and attain 75% adoption of key features
• Demonstrate Value: Generate 5+ annual case studies showcasing ROI. Develop 3+ new product use cases yearly
• Contribute to Product Evolution: Provide client feedback to inform product roadmap development
• Maintain Client Relationships: Achieve 90%+ retention rate through proactive engagement and support

Preferred Qualifications

• Legal Industry Expertise: Comprehensive knowledge of law firm operations, compliance, and current legal sector trends
• Technical Proficiency: Mastery of legal tech solutions, especially Eve's products, with ability to explain complex concepts to non-technical professionals
• Data Analysis and Reporting: Strong analytical skills with expertise in legal-specific metrics and ability to present insights effectively
• Project Management and Communication: Excellent project coordination and communication skills, with a consultative approach to solving law firm challenges
• Problem-Solving and Adaptability: Creative problem-solver capable of managing multiple accounts across various practice areas and firm sizes
• Networking and Industry Engagement: Strong relationship-building skills with willingness to travel for client visits and industry events

Benefits

• Work from home
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Regular Company Events, Work Life Balance, and Career growth opportunities