Customer Success Manager

Job not on LinkedIn

🔥 0 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

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LawVu

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

⚖️ Legal

🤖 Artificial Intelligence

SaaS • Legal • Artificial Intelligence

LawVu is a company that provides a comprehensive legal workspace platform for in-house legal teams. The platform offers solutions for matter management, contract management, spend management, and insights and reporting, all designed to streamline legal operations. LawVu integrates AI to enhance contract lifecycle management and automate workflows, aiming to improve turnaround times and reduce risks. Trusted by legal teams worldwide, LawVu empowers users with powerful insights and efficient management, helping them become indispensable strategic business partners. The company prides itself on simplifying legal work through a single, secure workspace.

📋 Description

• 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