About the roleThe
Scale Customer Success Manager is responsible for ensuring effective adoption and expansion for new and existing clients at scale. You will be working with key customer and LawVu stakeholders to ensure that the client transition from sales, through onboarding, to customer success, is a smooth process. You will manage your own portfolio of customer accounts leveraging digital programs, ensuring client objectives, outcomes and ways of working are well understood; tailoring an adoption and expansion strategy to suit. This role will call on a combination of Customer Success, Account Management, and Operations skills to mitigate churn, nurture adoption, and steer clients towards annual 110% net revenue growth.
What you'll doInitializing 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.
Guiding and nurturing existing customers- Identify and coach system champions to become experts; training their own teams. Run train-the-trainer style sessions remotely. Infrequent on-site training is possible.
- Proactively manage your own portfolio of accounts, prioritizing high touch and low touch activities by value to client. Leverage scaled and high touch toolkit for 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 at scale.
Continuous improvementWork closely with other LawVu stakeholders, including Support & Product, to collate and action feedback. Escalate issues to the support team and liaise with them through to resolution.
- Partner directly with the wider Customer Success team to implement and refine the Customer Success strategy, reducing clients' Time to First Value (TTFV).
- Partner directly with Digital Customer Success Program Manager to continually improve scaled success processes, including active use of Customer Success Platform, CRM, and other tools.
Growth and expansion- 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.
- Build relationships with key customers, cultivating heroes who have achieved success to advocate for LawVu. Work with Marketing to engage advocates at scale.
- Achieve a Net Revenue Retention rate of at least 110% as part of an annual bonus scheme.
Skills and Experience- 2 + years previous experience in a remote scaled implementation, account management or customer success role
- Track record of upsell and client growth achievement
- Engaging content creator of videos, business reviews, articles, etc.
- Strong operations skills; comfortable making data-driven decisions and leveraging digital programs in a CS Platform (Planhat or similar)
- Knowledge and understanding of the legal industry
- Strong time management and organizational skills, and the ability to multitask
- Excellent negotiation and presentation skills
- Excellent listening, verbal, and written communications skills
Reports toDirector of Customer Success
What sets us apart:- Monthly wellness allowance to use on whatever enables you to bring your whole self to work - gym membership, massage, childcare...the list goes on!
- 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
