Manager, Customer Success

About LawConnect

LawConnect helps individuals facing legal challenges by providing clarity and connecting them with suitable legal assistance through a unique combination of AI and a lawyer marketplace. Supported by a leading global legal software company, LawConnect combines the reliability of a mature organization with the dynamism of a startup environment focused on innovation, agility, and global growth. The team is small but passionate about making legal services accessible to all.

Key Responsibilities

• Recruit, mentor, and expand a Customer Success Manager team, assigning portfolios, setting performance targets, and maintaining consistent coaching routines.
• Convert overarching revenue targets into actionable goals and playbooks tailored for different customer cohorts, focusing on reactivation, expansion, retention, and engagement.
• Be accountable for metrics including growth in paying firms, tier advancement, average revenue per user, conversion of second lead packages, churn rate, and customer engagement through your team's efforts.
• Create and manage a customer health framework with early indicators to proactively reduce churn.
• Develop premium experiences such as quarterly business reviews, strategic account management, and executive-level relationship building for the highest value law firms.
• Collaborate with Acquisition and Marketing teams to ensure supply growth aligns with job demand.
• Provide detailed customer insights to Product and Marketing departments to influence development and communication strategies.
• Enforce discipline in CRM usage (Salesforce) and establish a routine for reporting and directing team activities based on Salesforce and BigQuery analytics.

Essential Qualifications and Experience

• More than 7 years of experience in Customer Success, Account Management, or Relationship Management including at least 3 years in a leadership role.
• Proven ability to build, scale, and coach teams through periods of growth.
• Demonstrated ownership and achievement of retention, expansion, and revenue goals rather than merely activity-based outcomes.
• Experience with SaaS, platforms, or marketplaces.
• Proficiency in analyzing cohort, retention, and usage data for strategic team direction.
• Expertise with CRM platforms like Salesforce, including developing reporting and forecasting frameworks.
• Strong skills in stakeholder management across clients and internal leadership.

Desired Personal Attributes

• Focus on success metrics related to retention, tier progression, and revenue contribution and instills these standards within the team.
• Effective coach who translates strategic plans into habitual team practices rather than relying on individual heroics.
• Deep understanding of unit economics and ability to prioritize initiatives based on impact.
• Ability to remain calm and direct a team in a fast-paced, target-oriented environment.
• Skilled at building trust with senior legal industry professionals as well as internal teams.

Additional Information

LawConnect values diversity and inclusivity and welcomes applications from candidates who may not meet all qualifications but are eager to contribute. The company offers meaningful work that impacts local law firms and communities, providing autonomy and opportunities to tackle significant challenges. The workplace culture is driven by authenticity, passion, and a startup-like energy, supported by one of the world’s largest legal software businesses.

Benefits include flexible and hybrid working options, professional growth and learning potential, social events and team activities, wellness perks such as extra leave and gym memberships, and participation in unique programs like LEAP Home to assist employees in purchasing primary residences.

The environment thrives on tech innovation and encourages disruption from within to stay ahead in the industry.