Customer Success Manager : LegalMatch

Job Description

We are seeking a critical-thinking and emotionally-intelligent Customer Success Manager to join our Customer Engagement Team within the Client Solutions Division. This role is crucial in reducing customer churn and driving growth by enabling both B2B and B2C customers to achieve success using our services and products. You will play a central role in improving the customer journey, aligning with our goal of long-term retention and satisfaction

Responsibilities:

• Monitor customer satisfaction and product usage across touchpoints 
• Propose and implement data-informed strategies to reduce churn
• Develop and maintain an end-to-end customer journey map 
• Conduct competitive analysis and customer data reviews 
• Collaborate with internal teams to address challenges and share insights 
• Recommend solutions that motivate product adoption and loyalty 
• Guide onboarding and helpdesk support with customer-centric input 
• Identify upsell and cross-sell opportunities 
• Address customer issues with a proactive mindset 
• Drive continuous improvement in customer success processes 

Requirements

• Strong empathy, emotional intelligence, and communication skills 
• Ability to analyze and interpret customer data 
• 2-5 years in sales or customer support, with 1+ year in a leadership role preferred 
• Excellent time management and cross-functional collaboration skills
• Results-oriented with a “can-do” attitude 

We’re looking for someone who is: 

• Proactive and outcome-oriented 
• A problem-solver
• Has the ability to work effectively under pressure and resolve issues efficiently. 
• Passionate about continuous improvement, consistently seeking opportunities to enhance processes and systems. 
• Skilled in collaboration and communication, working effectively with diverse teams and stakeholders. 

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!