Manager, Customer Success

About LawConnect

LawConnect aims to transform how individuals facing legal challenges access support by simplifying understanding and connecting them to the right legal assistance via an AI-driven lawyer marketplace. Supported by a major global legal software company, LawConnect combines a startup mindset with robust resources, focusing on innovation and swift execution within a small, ambitious team dedicated to making legal help easily accessible.

Role Overview

As the Manager of Customer Success, you will spearhead the development and scaling of the Customer Success team to meet aggressive growth targets. Leading a compact team of Customer Success Managers, you will craft actionable plans, reusable playbooks, and ensure consistent execution to drive business and partner law firms' commercial success.

Key Responsibilities

• Recruit, mentor, and grow a Customer Success team by establishing portfolio assignments, setting targets, and maintaining ongoing coaching routines.
• Convert company revenue goals into specific cohort targets and develop playbooks addressing reactivation, expansion, retention, and engagement.
• Manage key growth metrics such as net paying-firm increase, tier advancement, average revenue per user, conversion rates, churn, and engagement.
• Implement a customer health monitoring system featuring early risk indicators to proactively mitigate churn.
• Create and execute a premium client experience including quarterly business reviews, strategic account planning, and executive relationship management for top-tier firms.
• Collaborate with Acquisition and Marketing teams to balance firm supply with job demand effectively.
• Provide structured customer insights to Product and Marketing teams, influencing roadmap and messaging strategies.
• Enforce discipline in CRM usage (Salesforce) and reporting cycles, leveraging Salesforce and BigQuery analytics to guide team activities.

Candidate Profile

• Over seven years' experience in Customer Success, Account, or Relationship Management, with at least three years leading teams.
• Proven ability to build, scale, and guide teams through high-growth phases.
• Ownership and success in meeting retention, expansion, and revenue targets beyond simple activity measures.
• Experience in SaaS, platform, or marketplace environments.
• Strong proficiency in using cohort, retention, and usage analytics to shape team focus.
• Advanced skills in CRM platforms, particularly Salesforce, including building reporting and forecasting frameworks.
• Effective stakeholder management with clients and executive leadership.

Attributes of the Ideal Candidate

• Focuses on measurable outcomes such as retention and revenue rather than volume metrics.
• Leads by example and institutionalizes strategic processes as repeatable team practices.
• Understands unit economics deeply, prioritizing initiatives with maximum value return.
• Maintains composure and focus in a fast-paced, target-driven environment.
• Develops trust naturally with senior stakeholders in the legal sector and team members alike.

Additional Information

LawConnect is committed to inclusivity and encourages applications even if all criteria are not met. They offer meaningful work that impacts local law firms, significant autonomy, a passionate team culture, and dynamic startup energy supported by a global leader. Benefits include flexible hybrid work, career growth opportunities, social and wellness programs, and unique offerings such as assistance in home buying through LEAP Home.