Senior Customer Success Manager

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 and on-site when required. Proactively manage your own portfolio of accounts, prioritising 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. 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 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 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. What you’ll need… 5 + years previous experience in an implementation, account management or customer success role Track record of upsell and client growth achievement Strong project management skills and experience Good knowledge and understanding of the legal industry Strong time management and organisational skills, and the ability to multitask Excellent listening, negotiation and presentation skills Excellent verbal and written communications skills Location This role will be based in Australia or New Zealand 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 cover 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 Reports to Director of Customer Support 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 take pride in what we do and go the extra mile to create experiences that inspire and delight our customers. Move Swiftly We do what we say we will do, moving fast to get the right things done to make an impact. Dig Deeper No challenge is too big. With courage we embrace the challenge, learn from our mistakes and share the knowledge Take Ownership With every decision and behaviour, however big or small, we take ownership of it’s impact on our business. Back yourself. Back others We strive to be supportive, honest people who respect each other and build a high level of trust to perform as a winning team. Bring your Woo Woo is what energises us, brings us joy and makes us unique. We seek to create a safe environment that fosters bringing your whole self so you can thrive. 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. Apply here About LawVu & our culture LawVu is a modern software platform that is revolutionizing the way corporate legal teams manage legal and engage with the wider business. LawVu is creating a true legal operating system. We’re helping in-house legal teams to reduce risk while providing massive productivity gains along with cloud technology to share and collaborate on files. We have both clients and staff around the world so if you enjoy working in a fast based entrepreneurial environment then you are the person we are looking for. Our team is only as strong as the culture it is built upon. Our core values are listed below. If our core values resonate with you and have the skills and desire to get your teeth stuck into a real challenge then we would love to welcome you to

the team. Our values Inspire & delight We take pride in what we do and go the extra mile to create experiences that inspire and delight our customers. Bring your woo Woo is what energises us, brings us joy and makes us unique. We seek to create a safe environment that fosters bringing your whole self so you can thrive. Dig deeper No challenge is too big. With courage we embrace the challenge, learn from our mistakes and share the knowledge. Back yourself, back others We strive to be supportive, honest people who respect and trust each other to work together as a winning team. Move swiftly, create simplicity We do what we say we will do with a bias for action, moving fast to get the right things done to make an impact. Take ownership With every decision and behaviour, however big or small, we take ownership of its impact on our business and

the team. COMPANY

About us Careers Partner with us Referral program Trust center Community Media kit SUPPORT Help center System status Developer center FAQ LEGAL Website terms Mobile App terms Privacy USE CASES AI for in-house legal Contracts and matters together Contract management for in-house legal Document management for in-house teams In-house legal tech guide Knowledge & document management Legal analytics and reporting Legal Operations Legal spend management and e‑billing What is a legal workspace? What is matter management? LawVu Head Office 26-28 Wharf Street, Tauranga 3110, New Zealand

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