Senior Customer Success Manager

Senior Customer Success Manager

LawVu is transforming the legal industry by providing the world's leading and most loved legal workspace platform. Our customers include both corporate legal departments and leading law firms who use LawVu to connect legal work, collaboration and operational excellence in one place.

LawVu is a fast-growing New Zealand software company with customers and employees around the globe, including in New Zealand, United States, Australia and Europe. Our legal workspace is a category creating software platform that is designed specifically for in-house legal teams. We're backed by leading venture capital firms, including Insight Partners and Airtree Ventures.

The Senior Customer Success Manager is responsible for ensuring effective adoption and expansion for new and existing clients. You will be working with key customer and LawVu stakeholders to ensure that the client transition from sales, through onboarding, to customer success, is a smooth process. You will manage your own portfolio of customer accounts, ensuring client objectives, outcomes and ways of working are well understood; tailoring an adoption and expansion strategy to suit. This role will call on a combination of Customer Success and Account Management skills to mitigate churn, nurture adoption and steer clients towards annual 110% net revenue growth.

What You'll Do…

• Initialising and onboarding new customers
• Communicate with clients to understand their objectives, requirements, internal workflows and ways of working.
• Identify and engage key stakeholders, preparing, managing and communicating a clear, timed success plan.
• Multi-thread your accounts, nurturing product champions and decision makers to successfully adopt and embed LawVu.

Guiding and Nurturing Existing Customers

• Act as a trusted advisor to legal professionals, leveraging your understanding of legal team and law firm workflows to recommend best practices and drive successful outcomes.
• Identify and coach system champions to become experts; training their own teams. Run train-the-trainer style sessions, remotely and on-site when required.
• Proactively manage your own portfolio of accounts, prioritising check-ins, reviews and renewals based on their stage in adoption and health score.
• Prepare and educate customers on new features, releases and product concepts.
• Identify customers at risk of churn and develop strategies for retention and to grow adoption.

Continuous Improvement

• Work closely with other LawVu stakeholders, including Support & Product, to collate and action feedback. Escalate issues to the support team and liaise with them through to resolution.
• Partner directly with the wider Customer Success team to implement and refine the Customer Success strategy, reducing clients' Time to First Value (TTFV).
• Develop and continually improve implementation and success processes, including active use of CRM and Project Management tools.

Growth and Expansion

• Identify up-sell and cross-sell opportunities, seeking to continually grow Annual Recurring Revenue per account, through high renewal rate, platform module growth and user expansion.
• Build strong relationships with customers, cultivating heroes who have achieved success to advocate for LawVu. Work with Marketing to engage advocates.
• Achieve a Net Revenue Retention rate of at least 110% as part of an annual bonus scheme.

What You'll Need…

• 5+ years' experience in Customer Success, Account Management, Professional Services or a similar client-facing role
• Previous professional experience working within a law firm, corporate legal department, legal operations function, or other legal environment is required for this role
• Strong understanding of legal workflows, matter and contract management, legal service delivery and the challenges faced by both in-house legal teams and law firms
• Track record of customer retention, growth and expansion achievement
• Strong project management and stakeholder management skills
• Ability to engage credibly with senior legal professionals, including General Counsel, Heads of Legal, Legal Operations leaders, Managing Partners and Practice Leaders
• Strong time management and organisational skills, with the ability to manage multiple priorities
• Excellent listening, negotiation and presentation skills
• Excellent verbal and written communication skills
• Experience working with SaaS platforms is advantageous

Location: United Kingdom

Reporting to: Director of Customer Experience

What Sets Us Apart:

• Monthly wellness allowance to use on whatever enables you to bring your whole self to work - gym membership, massage, childcare.. the list goes on!
• Health insurance cover
• Extended paid parental leave
• Extra paid day off on your birthday
• Share options so you can have a piece of the pie
• Home office allowance set up for remote employees