Scale Customer Success Manager

LawVu is the AI-native operating system for in-house legal - the foundational layer that powers the entire legal function. Our intelligent platform connects legal intake, matters, contracts, spend, and reporting in one connected workspace, enabling legal teams to work smarter, move faster, and deliver measurable business value.

Trusted by leading organizations including Discord, Employment Hero, Etsy, and many more, LawVu is helping legal teams transform from reactive service providers into strategic business partners.

Founded in New Zealand, LawVu is a fast-growing global software company with customers and employees across North America, Europe, Australia, and New Zealand. Backed by leading venture capital firms, including Insight Partners and Airtree Ventures, we're creating a new category of LegalOS software purpose-built for modern in-house legal teams.

About the role

The Scale 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

Initializing 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, prioritizing 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.

Skills and Experience

• 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 (Planhat or similar)

• Knowledge and understanding of the legal industry

• Strong time management and organizational skills, and the ability to multitask

• Excellent negotiation and presentation skills

• Excellent listening, verbal, and written communications skills

Reports to

Director of Customer Success

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

• 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

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 go the extra mile to create experiences that inspire and delight our customers.

• Move Swiftly: We get things done quickly and efficiently.

• Dig Deeper: No challenge is too big. We embrace challenges, learn from mistakes, and share knowledge.

• Take Ownership: We take responsibility for our actions and their impact on the business.

• Back Yourself. Back Others: We support and respect each other, building a high level of trust.

• Bring Your Woo: We create a safe environment that fosters bringing your whole self to work.

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.

Originally posted on Himalayas