Senior Customer Success Manager
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Job Description
Senior Customer Success Manager ensuring effective adoption and expansion at LawVu, transforming legal industry with innovative software for in-house legal teams.
Responsibilities:
- Initialising and onboarding new customers
- Communicate with clients to understand their objectives, requirements, internal workflows and ways of working.
- Identify and engage key stakeholders, preparing, managing and communicating a clear, timed success plan.
- Multi-thread your accounts, nurturing product champions and decision makers to successfully adopt and embed LawVu.
- Identify and coach system champions to become experts; training their own teams.
- Run train-the-trainer style sessions, remotely and on-site when required.
- Proactively manage your own portfolio of accounts, prioritising check-ins, reviews and renewals based on their stage in adoption and health score.
- Prepare and educate customers on new features, releases and product concepts.
- Identify customers at risk of churn and develop strategies for retention and to grow adoption.
- Work closely with other LawVu stakeholders, including Support & Product, to collate and action feedback.
- Partner directly with the wider Customer Success team to implement and refine the Customer Success strategy, reducing clients’ Time to First Value (TTFV).
- Identify up-sell and cross-sell opportunities, seeking to continually grow Annual Recurring Revenue per account, through high renewal rate, platform module growth and user expansion.
Requirements:
- 5 + years previous experience in an implementation, account management or customer success role
- Track record of upsell and client growth achievement
- Strong project management skills and experience
- Good knowledge and understanding of the legal industry
- Strong time management and organisational skills, and the ability to multitask
- Excellent listening, negotiation and presentation skills
- Excellent verbal and written communications 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 cover
- 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
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