Scale Customer Success Manager

LawVu is transforming the legal industry by providing the world’s leading and most loved platform for in-house legal teams. 

LawVu is a fast growing New Zealand software company with customers and employees around the globe, including in New Zealand, United States, Australia and Europe. Our legal workspace is a category creating software platform that is designed specifically for in-house legal teams. We’re backed by leading venture capital firms, including Insight Partners and Airtree Ventures. 

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…

Initialising and onboarding new customers

· Communicate with clients to understand their objectives, requirements, internal workflows and ways of working.

· Identify and engage key stakeholders, preparing, managing and communicating a clear, timed success plan.

· Multi-thread your accounts, nurturing product champions and decision makers to successfully adopt and embed LawVu.

Guiding and nurturing existing customers

· Identify and 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, prioritising high touch and low touch activities by value to client. Leverage scaled and high touch toolkit for check-ins, reviews and renewals based on their stage in adoption and health score.

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

· Identify customers at risk of churn and develop strategies for retention and to grow adoption at 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 improve scaled success processes, including active use of Customer Success Platform, CRM, and other tools.

Growth and expansion

· Identify up-sell and cross-sell opportunities, seeking to continually grow Annual Recurring Revenue per account, through high renewal rate, platform module growth and user expansion.

· Build relationships with key customers, cultivating heroes who have achieved success to advocate for LawVu. Work with Marketing to engage advocates at scale.

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

What you’ll need…

· 2 + years previous experience in a remote scaled implementation, account management or customer success role

· Fluent Dutch/Flemish speaker

· Track record of upsell and client growth achievement

· Engaging content creator of videos, business reviews, articles, etc.

· Strong operations skills; comfortable making data-driven decisions and leveraging digital programs in a CS Platform (Vitally or similar)

· Knowledge and understanding of the legal industry

· Strong time management and organisational skills, and the ability to multitask

· Excellent negotiation and presentation skills

· Excellent listening, verbal, and written communications skills

Location

This role will be based in the UK or Europe.

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

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 take ownership of it's impact on our business.

Back yourself. Back others

We strive to be supportive, honest people who respect each other and build a high level of trust to perform as a winning team.

Bring your Woo

Woo is what energises us, brings us joy and makes us unique. We seek to create a safe environment that fosters bringing your whole self so you can thrive.

We are constantly working towards making LawVu one of the best places to work, for everyone. LawVu is committed to providing equality of opportunity, valuing diversity and promoting a culture of inclusion. We will ensure this by fostering a workplace where people feel safe to be themselves, are able to do the best work of their lives and fulfil their potential. We believe by bringing together our diversity of thoughts and backgrounds, we will develop a world class product for the equally diverse customers we serve.

We make hiring decisions based on your experience, skills and passion. If you would like to apply and need reasonable adjustments or would like to note which pronouns you use at any point in the application or interview process, please let us know.