Job Description
We are looking for a data-driven Customer Success Manager to lead churn reduction initiatives and strengthen customer retention across our B2B and B2C segments. This role sits within the Customer Experience Team and plays a key role in improving product usability, meaningful customer touchpoints, and overall satisfaction. You will turn customer insights into actionable improvements that directly impact growth and long-term business success.
Responsibilities:
Develop and implement churn reduction strategies based on customer data and behavioral insights
Identify, track, and report key customer metrics across cross-functional projects
Improve UX and UI flows to reduce friction and increase retention
Design and optimize customer journey touchpoints for B2B and B2C users
Collaborate with Product, Engineering, Sales, and Marketing to align retention strategies
Propose and run testable experiments to improve usability and engagement
Strengthen customer support infrastructure through automation and process improvement
Translate customer feedback into actionable product and process enhancements
Ensure timely delivery of retention initiatives with measurable outcomes
Continuously analyze trends and recommend improvements to processes and systems
2–5 years of experience in Customer Success, UX, Product, or related roles
At least 1 year of formal leadership experience preferred
Strong understanding of SaaS products and customer lifecycle management
Experience with user journey mapping and usability fundamentals
Proven ability to improve navigation flow and customer retention
Experience building scalable customer support processes and automation
Strong analytical, critical thinking, and problem-solving skills
High emotional intelligence and excellent communication skills
We’re looking for someone who:
- Is proactive and focused on results
- Can solve complex problems, even under pressure
- Has a “can-do” attitude to resolve issues efficiently
- Pursues continuous improvement in processes and systems
- Works well with teams and communicates effectively
- Is intrinsically motivated to deeply understand how products drive customer value
At LegalMatch Philippines, we offer a dynamic and innovative environment where you can grow and make a real impact in legal tech. Join our team, collaborate with passionate individuals, and take the next step in your career. Apply today!
