Offer summary

Qualifications:

2–5 years of experience in customer success or related roles, with at least 1 year in leadership., Strong understanding of SaaS, user journey mapping, and usability principles., Excellent communication skills and high emotional intelligence., Proactive, results-focused, and adaptable with a can-do attitude..

Key responsibilities:

Monitor and analyze customer metrics to improve retention.

Collaborate with design and product teams to enhance UI/UX and reduce churn.

Develop solutions to improve navigation and usability.

Partner with sales and marketing to align retention strategies.

Job description

We’re looking for a datadriven Customer Success Manager to join our Customer Experience Team. This role is key to improving customer retention by designing smarter user experiences and implementing churn reduction strategies. You will work crossfunctionally to identify friction points, propose solutions, and track the impact of initiatives that help our B2B and B2C customers succeed.

Responsibilities:

Identify, monitor, and analyze key customer metrics to drive retention strategies.

Collaborate with design and product teams to improve UIUX and reduce churn.

Develop and test solutions to enhance navigational flow and usability.

Partner with sales and marketing to align retention initiatives with business goals.

Provide actionable insights to leadership based on customer behavior data.

Ensure accurate reporting on crossfunctional projects.

Lead efforts to boost referrals and customer advocacy.

Support customer onboarding and engagement initiatives.

Solve problems quickly, even under pressure.

Pursue continuous improvement in processes and systems.

Requirements

Solid grasp of SaaS, user journey mapping, and usability principles.

Strong understanding of navigation optimization, retention, and referral strategies.

2–5 years of experience in related roles; at least 1 year in leadership is preferred.

High emotional intelligence and strong collaboration skills.

Proactive, resultsfocused, and adaptable.

Excellent communication skills and a “cando” attitude.

At LegalMatch Philippines, we offer a dynamic and innovative environment where you can grow and make a real impact in legal tech. Join our team, collaborate with passionate individuals, and take the next step in your career. Apply today!