Senior Customer Success Manager

LawVu; Deutschland; Hybrid; EUR 81.000 - 116.000; Vollzeit

Benefits dieser Stelle

Monthly wellness allowance

Health insurance

Extended paid parental leave

Extra birthday day off

Share options

Home office allowance

Zusammenfassung

LawVu is seeking a Senior Customer Success Manager in the United Kingdom to lead onboarding and ongoing adoption for a portfolio of law firms and corporate legal teams. You will align customer objectives with LawVu capabilities, guiding champions and senior stakeholders to maximize value and minimize churn.

You will work closely with Support and Product to translate feedback into improvements, drive renewals, and achieve 110% net revenue retention through expansion and strong governance of

Qualifikationen

• 5+ years in Customer Success, Account Management, Professional Services or similar client-facing role.
• Experience in a legal environment (law firm, corporate legal dept, legal operations) is preferred.
• Strong understanding of legal workflows, matter and contract management, and legal service delivery.
• Track record of customer retention, growth, and expansion.
• Strong project management and stakeholder management skills.
• Ability to engage credibly with senior legal professionals (GCs, Heads of Legal).
• Excellent listening, negotiation and presentation skills.
• Experience with SaaS platforms is advantageous.

Aufgaben

• Initialising and onboarding new customers and communicating objectives and requirements.
• Manage a portfolio of accounts, nurturing champions and decision makers to drive adoption.
• Identify and coach system champions to become experts through train-the-trainer sessions.
• Proactively manage check-ins, reviews and renewals based on adoption, health scores and retention.
• Educate customers on new features and product concepts; prepare for releases.
• Identify at-risk customers and develop retention and expansion strategies.
• Collaborate with Support & Product to action feedback and resolve issues.
• Partner with the wider CS team to implement and refine the CS strategy.

Kenntnisse

Customer Success

Account Management

Professional Services

Stakeholder Management

Project Management

SaaS Experience

Communication Skills

Tools

CRM systems

Project Management tools

Jobbeschreibung

The Senior Customer Success Manageris responsible forensuring effective adoption and expansion for new and existing clients. 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, ensuring clientobjectives, 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 and Account Management skills to mitigate churn, nurtureadoptionand steer clients towards annual 110% net revenuegrowth..

Whatyou’lldo…

Initialising and onboarding new customers

Communicate with clients to understand theirobjectives, requirements, internalworkflowsand ways of working.

Multi-thread your accounts, nurturing productchampionsand decision makers to successfully adopt and embed LawVu.

Guiding and nurturing existing customers

Act as a trusted advisor to legal professionals,leveragingyour understanding of legal team and law firm workflows to recommend best practices and drive successful outcomes.

Identifyand coach system champions to become experts; training their own teams. Run train-the-trainer style sessions, remotely and on-site whenrequired.

Proactively manage your own portfolio of accounts, prioritising check-ins,reviewsand renewals based on their stage in adoption and health score.

Prepare and educate customers on new features,releasesand product concepts.

Identifycustomers 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. 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).

Develop and continually improve implementation and success processes, including active use of CRM and Project Management tools.

Growth and expansion

Identifyup-sell and cross-sell opportunities,seekingto continually grow Annual Recurring Revenue per account, through high renewal rate, platform modulegrowthand user expansion.

Build strong relationships with customers, cultivating heroes who have achieved success to advocate for LawVu. Work with Marketing to engage advocates.

Achieve a Net Revenue Retention rate of at least 110% as part of an annual bonus scheme.

Whatyou’llneed…

5+ years' experience in Customer Success, Account Management, ProfessionalServicesor a similar client-facing role

Previousprofessional experience working within a law firm, corporate legal department, legal operations function, or other legal environmentisrequiredfor this role

Strong understanding of legal workflows, matterand contractmanagement, legal service delivery and the challenges faced by both in-house legal teams and law firms

Track recordof customer retention,growthand expansion achievement

Strong project management and stakeholder management skills

Ability to engage credibly with senior legal professionals, including General Counsel, Heads of Legal, Legal Operations leaders, ManagingPartnersand Practice Leaders

Strong time management and organisational skills, with the ability to manage multiple priorities

Excellent listening,negotiationand presentation skills

Excellent verbal and written communication skills

Experience working with SaaS platforms isadvantageous

Location

UnitedKingdom

Reporting to:

Director of CustomerExperience

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!
• 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

Reports to

Who they will report to

Why LawVu?

At LawVu we support many types of flexible working arrangements that allow you to balance your work, your life and your passions. We offer the opportunity to get onboard a growth company early and the opportunity to participate in LawVu’s success through our incentive scheme. LawVu has rapidly expanding offices and our work environment encourages continuous improvement and future career development.

Our collaborative and inclusive culture is one we’re immensely proud of. We know that a diverse workforce is a strength that enables us to better understand and serve customers and innovate successfully. From the moment you join, you’ll feel welcome and supported to do the best work of your life.

Our team is only as strong as the culture it is built upon. Our core values are:

Inspire and Delight

We take pride in what we do and go the extra mile to create experiences that inspire and delight our customers.

Move Swiftly

We do what we say we will do, moving fast to get the right things done to make an impact.

No challenge is too big. With courage we embrace the challenge, learn from our mistakes and share the knowledge

Take Ownership

With every decision and behaviour, however big or small, we take ownership of it's impact on our business.

Back yourself. Back others

We strive to be supportive, honest people who respect each other and build a high level of trust to perform as a winning team.

Bring your Woo

Woo is what energises us, brings us joy and makes us unique. We seek to create a safe environment that fosters bringing your whole self so you can thrive.

We are constantly working towards making LawVu one of the best places to work, for everyone. LawVu is committed to providing equality of opportunity, valuing diversity and promoting a culture of inclusion. We will ensure this by fostering a workplace where people feel safe to be themselves, are able to do the best work of their lives and fulfil their potential. We believe by bringing together our diversity of thoughts and backgrounds, we will develop a world class product for the equally diverse customers we serve.

LawVu

The operating system for in-house legal.

LawVu is a comprehensive legal workspace that enhances in-house teams' efficiency by centralizing tasks, fostering collaboration, and enabling a strategic focus on essential legal work.

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