We are looking for a data-driven Customer Success Manager – Retention & UX Strategy to lead churn reduction initiatives and strengthen customer retention across our B2B and B2C segments. This role sits within the Customer Experience Team and plays a key role in improving product usability, meaningful customer touchpoints, and overall satisfaction. You will turn customer insights into actionable improvements that directly impact growth and long-term business success.
Responsibilities:
- Develop and implement churn reduction strategies based on customer data and behavioral insights
- Identify, track, and report key customer metrics across cross-functional projects
- Improve UX and UI flows to reduce friction and increase retention
- Design and optimize customer journey touchpoints for B2B and B2C users
- Collaborate with Product, Engineering, Sales, and Marketing to align retention strategies
- Propose and run testable experiments to improve usability and engagement
- Strengthen customer support infrastructure through automation and process improvement
- Translate customer feedback into actionable product and process enhancements
- Ensure timely delivery of retention initiatives with measurable outcomes
- Continuously analyze trends and recommend improvements to processes and systems
Requirements
- 2–5 years of experience in Customer Success, UX, Product, or related roles
- At least 1 year of formal leadership experience preferred
- Strong understanding of SaaS products and customer lifecycle management
- Experience with user journey mapping and usability fundamentals
- Proven ability to improve navigation flow and customer retention
- Experience building scalable customer support processes and automation
- Strong analytical, critical thinking, and problem-solving skills
- High emotional intelligence and excellent communication skills
We’re looking for someone who:
- Is proactive and focused on results
- Can solve complex problems, even under pressure
- Has a “can-do” attitude to resolve issues efficiently
- Pursues continuous improvement in processes and systems
- Works well with teams and communicates effectively
- Is intrinsically motivated to deeply understand how products drive customer value
At LegalMatch Philippines, we offer a dynamic and innovative environment where you can grow and make a real impact in legal tech. Join our team, collaborate with passionate individuals, and take the next step in your career. Apply today!
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