Senior Customer Success Manager

LawVu is transforming the legal industry by providing the world's leading and most loved legal workspace platform. Our customers include both corporate legal departments and leading law firms who use LawVu to connect legal work,collaborationand operational excellence in one place.

LawVu is afast-growingNew Zealand software company with customers and employees around the globe, including in New Zealand, United States,Australiaand Europe. Our legal workspace is a category creating software platform that is designed specifically for in-house legal teams.We’rebacked by leading venture capital firms, including Insight Partners andAirtreeVentures.

The Senior Customer Success Manageris responsible forensuring effective adoption and expansion for new and existing clients. 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, ensuring clientobjectives, 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 and Account Management skills to mitigate churn, nurtureadoptionand steer clients towards annual 110% net revenuegrowth..
Whatyou’lldo…

Initialising and onboarding new customers
- Communicate with clients to understand theirobjectives, requirements, internalworkflowsand ways of working.

- Identifyand engage key stakeholders,preparing,managingandcommunicatinga clear, timed success plan.

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

Guiding and nurturing existing customers
- Act as a trusted advisor to legal professionals,leveragingyour understanding of legal team and law firm workflows to recommend best practices and drive successful outcomes.

- Identifyand coach system champions to become experts; training their own teams. Run train-the-trainer style sessions, remotely and on-site whenrequired.

- Proactively manage your own portfolio of accounts, prioritising check-ins,reviewsand renewals based on their stage in adoption and health score.

- Prepare and educate customers on new features,releasesand product concepts.

- Identifycustomers at risk of churn and develop strategies for retention and to grow adoption.

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).

- Develop and continually improve implementation and success processes, including active use of CRM and Project Management tools.

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

- Build strong relationships with customers, cultivating heroes who have achieved success to advocate for LawVu . Work with Marketing to engage advocates.

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

Whatyou’llneed…
- 5+ years' experience in Customer Success, Account Management, ProfessionalServicesor a similar client-facing role

- Previousprofessional experience working within a law firm, corporate legal department, legal operations function, or other legal environmentisrequiredfor this role

- Strong understanding of legal workflows, matterand contractmanagement, legal service delivery and the challenges faced by both in-house legal teams and law firms

- Track recordof customer retention,growthand expansion achievement

- Strong project management and stakeholder management skills

- Ability to engage