Scale Customer Success Manager (Australia)

LegalOS Discover the latest LegalOS capabilities powering your legal team Login Request demo All jobs Scale Customer Success Manager (Australia) Australia Apply here 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 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...