Customer Success Manager

Summary

Join LegalMatch Philippines and become our new Customer Success Manager, a critical-thinking and emotionally intelligent professional. You will develop and implement data-driven churn reduction and prevention plans to improve customer retention through smarter UX design. This role involves proposing and executing testable strategies to boost sales by enhancing customer goal achievement with our SaaS products. Collaborate with usability experts to monitor customer use and satisfaction, identify opportunities and challenges, and improve customer success. You will need a deep understanding of how our SaaS products drive value and how different company parts work together to retain and grow the business. This position offers a dynamic and innovative environment for growth and impact in legal tech.

Requirements

• 2–5 years of experience in sales and/or customer support, with at least 1 year in a leadership role
• Ability to monitor key customer metrics and use data to recommend proactive strategies
• Strong empathy, curiosity, collaboration, time management, and communication skills

Responsibilities

• Develop and maintain a comprehensive map of the end-to-end journey and process by which customers use our solutions
• Conduct competitive analysis and combine with customer data to inform customer success strategies and measure their effectiveness
• Promote retention of customers, motivate continued use of our solutions, and foster long-term customer loyalty and lifetime value

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