Job description
We’re looking for a critical-thinking and emotionally-intelligent Customer Success Manager to develop and implement data-driven churn reduction and prevention plans to improve retention through smarter UX design. This position is responsible for proposing and executing testable strategies that create opportunities for additional sales by improving the ability for B2B and B2C customers to achieve their goals when using our SaaS products. This role will work closely with usability experts to monitor customer use of and satisfaction with our solutions, identify opportunities and challenges, and help to improve customer success across all touchpoints.
The right person for this position will be intrinsically motivated to achieve a deep understanding of how our SaaS products drive value for customers and how different parts of the company work together to retain and grow the business brought in by the sales and marketing teams.
Responsibilities:
Customer Journey: Develop and maintain a comprehensive map of the end-to-end journey and process by which customers use our solutions.
Data Analysis: Conduct competitive analysis and combine with customer data to inform customer success strategies and measure their effectiveness.
Continuous Improvement: Promote retention of customers, motivate continued use of our solutions, and foster long-term customer loyalty and lifetime value
2–5 years of experience in sales and/or customer support, with at least 1 year in a leadership role.
Ability to monitor key customer metrics and use data to recommend proactive strategies.
Strong empathy, curiosity, collaboration, time management, and communication skills.
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!
