Customer Success Lead - UK

Morae Global; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading company in the legal tech sector is seeking a Customer Success Lead to ensure customer satisfaction and retention. The role involves building relationships, understanding customer needs, and collaborating with various teams to enhance customer experience. Ideal candidates will have a Bachelor's Degree and a strong customer-oriented mindset, along with excellent communication skills.

Qualifications

• Experience in a customer-facing environment.
• Ability to manage multiple customer relationships.

Responsibilities

• Drive customer engagement and satisfaction.
• Track and manage customer health KPIs.
• Collaborate with internal teams for customer success.

Skills

Customer-oriented mindset

Strong communicator

Organizational skills

Education

Bachelor's Degree

Job description

Job Title: Customer Success LeadLocation: London, UKDepartment: Sales & Marketing

Reports to: Managing Director – Customer SuccessEmployment Type: Full-Time Hours

About the Role:

As a Customer Success Lead, you will be responsible for ensuring our customers achieve their desired outcomes while using our products and services and driving long-term customer value. This role involves building strong relationships, understanding customer needs, driving engagement and satisfaction, whilst maximising retention & expansion.You will report to our Customer Success Managing Director and be part of the Customer Success team, collaborating globally with product, sales, marketing, and support teams to ensure that Morae retains a referenceable and profitable customer base, delivering an exceptional customer experience.

Responsibilities:

• Customer Lifecycle: Adopt the customer success strategy across onboarding, adoption, retention, expansion and advocacy across all Morae solutions.
• Follow a standard approach to deliver customer success plans, developing and utilising CS playbooks, QBR/MBR’s, product insights, and tailoring Success Plays to meet customer success criteria.
• Act as a single point of contact for customer escalations, working closely with delivery teams to mitigate risk.
• Work closely with the renewals team to ensure renewal processes are effective, helping maintain NRR and GRR of the business and collaborating with the sales team on upsell/cross-sell opportunities.
• Conduct routine touchpoints with clients to ensure delivery success.
• Customer Health & Retention: Track and manage customer health KPIs, proactively reducing churn and down-sells, while increasing net revenue per account.
• Serve as the internal champion for the customer, providing feedback to product and operations to improve the offering.
• Influence future lifetime value through increasing product adoption, customer satisfaction and overall health scores.
• Partner with internal teams to identify expansion opportunities within existing accounts and develop upsell/cross-sell strategies
• Develop referenceable customers and drive advocacy through case studies, referrals and participation in events.
• Create and maintain customer health reporting for leadership to demonstrate the impact of customer success initiatives on business performance
• Cross-Functional Collaboration: Connect with teams across the organisation for a unified go-to-market and post-sale customer experience.
• Adopt & promote a company-wide culture of Customer Success
• Collaborate with Marketing, Sales & Product teams to drive Customer Success.
• Effectively communicate across the businesses to keep customers engaged and provide feedback
• Share customer insights to ensure business growth

Key Performance Indicators:

Net Revenue Retention (NRR) & Gross Revenue Retention (GRR) across defined customer base

·Revenue expansion

·Customer Health Score

·Customer Satisfaction Score

·Net Promoter Score

·Customer Advocacy

Requirements:

• Bachelor's Degree or equivalent experience.
• Experience working in a customer-facing environment.
• A customer-oriented mindset, wanting to achieve or exceed customer expectations.
• A passion for learning new technologies and how to utilize them in a customer-facing environment.
• Exposure to working in a collaborative environment and owning customer relationships.
• Organizational and coordination skills with the ability to manage multiple customer relationships simultaneously).
• Be a strong communicator with the ability to articulate ideas, provide feedback and engage with customers at the same time as listening to the customer challenges.
• A proactive mindset to identify issues and find effective solutions quickly.

About Morae:

Morae is a dynamic, high-growth organization that provides an integrated suite of solutions to corporate law departments and law firms, and partners with leading software and services providers, both within and outside the legal industry. We are a young company but are made up of seasoned professionals in the legal industry, with a focus on building productive long-term relationships with employees and clients in an environment where collaboration is encouraged, knowledge is shared freely, and diversity of thought, cultures, communities, and points of view is embraced. Our team has the vision to create an effective solution for any business problem and the experience to execute that vision. Learn more atwww.morae.com. Our privacy policy can be found herehttps://www.morae.com/privacy-policy