Senior Customer Success Manager

About this role

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,collaborationand operational excellence in one place.
LawVu is afast-growingNew Zealand software company with customers and employees around the globe, including in New Zealand, United States,Australiaand Europe. Our legal workspace is a category creating software platform that is designed specifically for in-house legal teams.We’rebacked by leading venture capital firms, including Insight Partners andAirtreeVentures.
The Senior Customer Success Manageris responsible forensuring 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 clientobjectives, 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, nurtureadoptionand steer clients towards annual 110% net revenuegrowth..
Whatyou’lldo…
Initialisingand onboarding new customers
Communicate with clients to understand theirobjectives, requirements, internalworkflowsand ways of working.
Identifyand engage key stakeholders,preparing,managingandcommunicatinga clear, timed success plan.
Multi-thread your accounts, nurturing productchampionsand decision makers to successfully adopt and embed LawVu.
Guiding and nurturing existing customers
Act as a trusted advisor to legal professionals,leveragingyour understanding of legal team and law firm workflows to recommend best practices and drive successful outcomes.
Identifyand coach system champions to become experts; training their own teams. Run train-the-trainer style sessions, remotely and on-site whenrequired.
Proactively manage your own portfolio of accounts, prioritising check-ins,reviewsand renewals based on their stage in adoption and health score.
Prepare and educate customers on new features,releasesand product concepts.
Identifycustomers at risk of churn and develop strategies for retention and to grow adoption.
Continuousimprovement
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
Identifyup-sell and cross-sell opportunities,seekingto continually grow Annual Recurring Revenue per account, through high renewal rate, platform modulegrowthand 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.
Whatyou’llneed…
5+ years' experience in Customer Success, Account Management, ProfessionalServicesor a similar client-facing role
Previousprofessional experience working within a law firm, corporate legal department, legal operations function, or other legal environmentisrequiredfor this role
Strong understanding of legal workflows, matterand contractmanagement, legal service delivery and the challenges faced by both in-house legal teams and law firms
Track recordof customer retention,growthand 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, ManagingPartnersand Practice Leaders
Strong time management and organisational skills, with the ability to manage multiple priorities
Excellent listening,negotiationand presentation skills
Excellent verbal and written communication skills
Experience working with SaaS platforms isadvantageous
Location
UnitedKingdom
Reporting to:
Director of CustomerExperience
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

Reports to
Who they will report to
Why LawVu?
At LawVu we support many types of flexible working arrangements that allow you to balance your work, your life and your passions. We offer the opportunity to get onboard a growth company early and the opportunity to participate in LawVu’s success through our incentive scheme. LawVu has rapidly expanding offices and our work environment encourages continuous improvement and future career development.
Our collaborative and inclusive culture is one we’re immensely proud of. We know that a diverse workforce is a strength that enables us to better understand and serve customers and innovate successfully. From the moment you join, you’ll feel welcome and supported to do the best work of your life.
Our team is only as strong as the culture it is built upon. Our core values are:
Inspire and Delight
We take pride in what we do and go the extra mile to create experiences that inspire and delight our customers.
Move Swiftly
We do what we say we will do, moving fast to get the right things done to make an impact.
Dig Deeper
No challenge is too big. With courage we embrace the challenge, learn from our mistakes and share the knowledge
Take Ownership
With every decision and behaviour, however big or small, we…