Manager, Customer Success

About LawConnect

LawConnect addresses the uncertainty many face when encountering legal issues by providing clarity, confidence, and connecting them to the appropriate legal assistance. Leveraging AI technology combined with a prominent lawyer marketplace and backed by one of the world's largest legal software companies, LawConnect offers the stability of a large organization fused with the agility and drive of a startup.

Our culture emphasizes innovation, rapid experimentation, and swift execution. You'll join a close-knit, motivated team with ambitious global goals, working alongside passionate individuals focused on making legal support accessible universally.

Key Responsibilities

• Recruit, mentor, and grow a team of Customer Success Managers, managing their portfolios, setting measurable targets, and maintaining consistent coaching routines.
• Convert company-level revenue objectives into detailed cohort-specific goals and develop repeatable playbooks across the four customer success drivers: reactivation, expansion, retention, and engagement.
• Take responsibility for your team's metrics, including net paying-firm growth, tier promotions, average revenue per user (ARPU), second lead-pack conversions, churn rates, and engagement levels.
• Establish and monitor a customer health framework with early warning indicators to proactively address churn risks.
• Create and maintain a premium client experience through activities such as quarterly business reviews (QBRs), strategic account planning, and fostering executive-level relationships with high-value firms.
• Collaborate with Acquisition and Marketing teams to ensure that law firm supply aligns with the demand for jobs.
• Convey structured customer insights to Product and Marketing teams to influence roadmap prioritization and messaging strategies.
• Promote rigorous CRM practices using Salesforce along with a consistent reporting cadence, leveraging data from Salesforce and BigQuery to guide team focus.

Required Qualifications and Experience

• Over seven years of experience in Customer Success, Account Management, or Relationship Management roles, including at least three years in leadership positions.
• Proven ability to build, expand, and coach teams during phases of growth.
• Demonstrated accountability for retention rates, expansion efforts, and revenue achievements beyond mere activity metrics.
• Experience within SaaS platforms, marketplaces, or similar technology-driven industries.
• Proficient in analyzing cohort behaviors, retention data, and usage statistics to optimize team performance.
• Expertise with CRM systems, particularly Salesforce, including establishing reporting and forecasting routines.
• Strong stakeholder management skills involving both clients and senior internal leadership.

Personal Attributes

• Focuses on success measured via customer retention, tier advancements, and revenue growth rather than call volumes, setting the same high standards for their team.
• Leads by example by embedding strategic plans into reliable team habits instead of relying on individual heroics.
• Fluent in unit economics and adept at prioritizing actions with the highest business impact.
• Maintains composure and keeps teams aligned within a fast-paced, target-oriented environment.
• Establishes trust with senior stakeholders in the legal industry just as naturally as with team members.

Why Join LawConnect?

• Your contributions directly impact solving real-world problems supporting local law firms to serve their communities better.
• Receive autonomy and trust to tackle complex projects where your voice is valued and your work matters.
• Work alongside passionate and authentic colleagues who share your commitment.
• Experience a dynamic startup atmosphere with quick decision-making backed by a major legal software company.
• Benefit from flexible and hybrid working arrangements encouraging collaboration and idea exchange.
• Access numerous career advancement and learning opportunities within a rapidly scaling firm.
• Enjoy social events, team sports, celebrations, and exclusive activities like sailing and yacht outings.
• Prioritize your well-being with perks such as additional leave, gym memberships, and more.
• Engage in a fast-evolving tech environment committed to continuous innovation.
• Take advantage of specialized programs like LEAP Home to support homeownership.