Scale Customer Success Manager

The Scaled Customer Success Manager is responsible for ensuring effective adoption and expansion for new and existing clients at scale. 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 leveraging digital programs, 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, Account Management, and Operations skills to mitigate churn, nurture adoption, and steer clients towards annual 110% net revenue growth.

What you’ll do…

Initialisingand onboarding new customers

• Communicate with clients to understand theirobjectives, requirements, internalworkflowsand ways of working.

• Identifyand engage key stakeholders,preparing,managingandcommunicatinga clear,timed successplan.

• Multi-thread your accounts, nurturing productchampionsand decision makers to successfully adopt and embed LawVu.

Guiding and nurturing existing customers

• Identifyand coach system champions to become experts; training their own teams. Run train-the-trainer style sessions remotely.Infrequent on-site training is possible.

• Proactively manage your own portfolio of accounts,prioritisinghigh touch and low touch activities by value toclient. Leverage scaled and high touch toolkit forcheck-ins, reviews and renewals based on their stage in adoption and health score.

• Prepare and educate customers on new features, releases,and product concepts.

• Identifycustomers at risk ofchurnand develop strategies for retention and to grow adoptionat scale.

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).

• Partner directly with Digital Customer Success Program Manager to continually improvescaledsuccess processes, including active use ofCustomer Success Platform,CRM,andother tools.

Growth and expansion

• Identifyup-selland cross-sell opportunities,seekingto continually grow Annual Recurring Revenue per account, through high renewal rate, platform modulegrowthand user expansion.

• Build relationships withkeycustomers, cultivating heroes who have achieved success to advocate for LawVu. Work with Marketing to engage advocatesatscale.

• Achieve a Net Revenue Retention rate of at least 110% as part of an annual bonus scheme.

What you’ll need…

• 2+ yearspreviousexperience in aremotescaledimplementation, accountmanagementor customer success role

• Track recordof upsell and client growth achievement

• Engagingcontentcreatorofvideos, business reviews,articles,etc.

• Strongoperations skills;comfortablemaking data-driven decisions andleveragingdigital programs in a CS Platform (Vitally or similar)

• Knowledge and understanding of the legal industry

• Strong time management andorganisationalskills, and the ability to multitask

• Excellentnegotiation and presentation skills

• Excellentlistening,verbal,andwritten communications skills

Location

This role will be based in Australia

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

Director of Customer Success