Job description
We are seeking a critical-thinking and emotionally-intelligent Customer Success Manager to join our Customer Engagement Team within the Client Solutions Division. This role is crucial in reducing customer churn and driving growth by enabling both B2B and B2C customers to achieve success using our services and products. You will play a central role in improving the customer journey, aligning with our goal of long-term retention and satisfaction
Responsibilities:
Monitor customer satisfaction and product usage across touchpoints
Propose and implement data-informed strategies to reduce churn
Develop and maintain an end-to-end customer journey map
Conduct competitive analysis and customer data reviews
Collaborate with internal teams to address challenges and share insights
Recommend solutions that motivate product adoption and loyalty
Guide onboarding and helpdesk support with customer-centric input
Identify upsell and cross-sell opportunities
Address customer issues with a proactive mindset
Drive continuous improvement in customer success processes
Strong empathy, emotional intelligence, and communication skills
Ability to analyze and interpret customer data
2-5 years in sales or customer support, with 1+ year in a leadership role preferred
Excellent time management and cross-functional collaboration skills
Results-oriented with a “can-do” attitude
We’re looking for someone who is:
- Proactive and outcome-oriented
- A problem-solver
- Has the ability to work effectively under pressure and resolve issues efficiently.
- Passionate about continuous improvement, consistently seeking opportunities to enhance processes and systems.
- Skilled in collaboration and communication, working effectively with diverse teams and stakeholders.
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!
