Customer Success Manager

Summary

Join our Customer Engagement Team as a Customer Success Manager and contribute to reducing customer churn and driving growth. You will be responsible for monitoring customer satisfaction, implementing data-driven strategies, and developing customer journey maps. This role involves collaborating with internal teams, identifying upsell opportunities, and proactively addressing customer issues. The ideal candidate possesses strong analytical, communication, and leadership skills, along with a proven track record in sales or customer support. We offer a dynamic and innovative environment where you can grow and make a real impact in legal tech.

Requirements

• Strong empathy, emotional intelligence, and communication skills
• Ability to analyze and interpret customer data
• 2-5 years in sales or customer support, with 1+ year in a leadership role preferred
• Excellent time management and cross-functional collaboration skills
• Results-oriented with a “can-do” attitude

Responsibilities

• Monitor customer satisfaction and product usage across touchpoints
• Propose and implement data-informed strategies to reduce churn
• Develop and maintain an end-to-end customer journey map
• Conduct competitive analysis and customer data reviews
• Collaborate with internal teams to address challenges and share insights
• Recommend solutions that motivate product adoption and loyalty
• Guide onboarding and helpdesk support with customer-centric input
• Identify upsell and cross-sell opportunities
• Address customer issues with a proactive mindset
• Drive continuous improvement in customer success processes

Preferred Qualifications

• Proactive and outcome-oriented
• A problem-solver
• Has the ability to work effectively under pressure and resolve issues efficiently
• Passionate about continuous improvement, consistently seeking opportunities to enhance processes and systems
• Skilled in collaboration and communication, working effectively with diverse teams and stakeholders