Manager - Customer Success - LegalTech Firm (3-8 yrs)

About the Job:

- We are looking for a dynamic and results-oriented Customer Success Manager to join our growing Legal Tech platform based in Mumbai.

- This is a pivotal role in ensuring our corporate clients get the most value from our products and services.

- You will act as the primary point of contact for assigned key accounts, driving client satisfaction, retention, and growth.

- This is an exciting opportunity to be part of a rapidly evolving legal technology company that is revolutionizing the way legal professionals work.

- As a Customer Success Manager, you will be responsible for building strong, lasting relationships with corporate clients, ensuring seamless product adoption, and identifying opportunities for upselling and cross-selling.

You will also collaborate closely with our product and leadership teams to enhance the customer experience and ensure we continuously meet client expectations.

Key Responsibilities:

Client Relationship Management:

- Primary Point of Contact for Corporate Accounts: Serve as the main liaison between the company and key corporate clients, ensuring high levels of engagement, satisfaction, and retention.

- Promptly Respond to Client Queries: Address and resolve any issues, concerns, or questions raised by clients in a timely and professional manner.

- Act as a trusted advisor, ensuring client concerns are promptly addressed.

- Manage and Strengthen Client Relationships: Develop long-term relationships with clients, understanding their business needs and challenges, and proactively offering tailored solutions.

Client Success and Growth:

- Identify Opportunities for Growth and Upsell: Work closely with clients to understand their evolving needs and identify opportunities to upsell or cross-sell additional features or services.

- Ensure clients are aware of all product offerings that could benefit them.

- Drive Product Adoption: Ensure clients are using the product effectively by proactively managing the onboarding process, providing product training, and offering ongoing support to maximize user engagement.

Collaboration with Internal Teams:

- Product Feedback and Enhancement: Collaborate with the product development team, sharing valuable client insights, feedback, and suggestions for product improvement or new feature development.

- Work with Leadership on Strategic Initiatives: Partner with leadership to streamline internal processes, improve client engagement strategies, and implement initiatives that align with the company's growth objectives.

Training and Enablement:

- Client Training and Guidance: Conduct regular training sessions for clients to ensure they are utilizing the platform efficiently and fully understanding its capabilities.

- Provide guidance on best practices for integrating the platform into their workflow.

- Documentation and Resources: Develop client-facing materials, including user guides, FAQs, and instructional videos to aid in product adoption and client education.

Reporting and Performance Metrics:

- Client Health and Retention: Monitor the health of your client accounts and identify any risk factors that might affect client retention.

- Work to improve client satisfaction scores and reduce churn.

- Client Feedback and Reporting: Maintain regular communication with clients, tracking their satisfaction levels and ensuring feedback is passed on to relevant internal teams.

- Provide reports on client health, satisfaction, and growth metrics to leadership.

Job Requirements:

Experience:

- 3 - 8 years in a Key Account Management or Client Success role within the B2B space, preferably in industries such as SaaS / Software, Digital Marketing, Corporate Insurance, or Hospitality.

- Experience in the Legal Tech space or working with legal professionals is a plus but not mandatory.

Skills and Competencies:

- Genuine Customer Empathy: Ability to understand client pain points, anticipate their needs, and provide tailored solutions.

- You should genuinely care about client success and be proactive in supporting their goals.

- Communication Skills: Strong verbal and written communication skills.

- Ability to present complex concepts in a simple and clear manner to a diverse range of stakeholders, including executives and technical teams.

- Relationship Building: Ability to cultivate strong relationships with clients and understand their business needs to ensure long-term partnerships.

- Problem-Solving: Strong critical thinking and problem-solving skills.

- Ability to address complex issues and find solutions that align with client needs and expectations.

- Time Management: Excellent organizational and time management skills with the ability to manage multiple client accounts simultaneously without compromising service quality