Client Success Manager

The Role

We are seeking a dynamic individual who can become a trusted and strategic advisor to our clients partner law firms enhancing engagement and usage of their products. Youll collaborate closely with the Sales and Operations teams to ensure high product adoption and customer retention within your portfolio.

Key Responsibilities

• Adoption and Client Success: Drive value through regular checkins training and providing best practice advice.
• Customer Advocacy and Feedback: Develop strong feedback loops between our company and your client portfolio.
• Strategy and Process Improvement: Experiment with new ideas processes and tools to improve and scale customer engagement.

Daily Duties

• Provide training to new customers and optimize their use of the system.
• Create success plans and regular checkins to identify upsell opportunities.
• Monitor customer health through product and operational analytics.
• Develop churn risk mitigation strategies.
• Provide tech support and manage customer inquiries.
• Maintain uptodate client data in Pipedrive and other databases.
• Liaise with clients for referrals testimonials and case studies.
• Stay informed about the legal landscape and emerging trends.
• Represent the company at webinars and conferences in Australia and New Zealand.

Knowledge and Experience

• 3 years of client success or account management experience in a B2B SaaS company.
• Expertise in data analysis and problemsolving.
• Strong sense of responsibility and ownership of your work.
• Passion for helping clients with strong influencing and negotiation skills.
• Experience as a paralegal or client engagement advisor in the legal industry is a plus.

Perks & Benefits

• Permanent 100% remote work
• Targetbased bonuses
• Employee share scheme
• Work from home allowance
• Wellbeing allowance
• Employee referral bonus
• Professional development allowance