Job Summary

We are seeking a dynamic and experienced Digital Customer Success Program Manager to join our team and lead the strategy, execution, and optimization of our digital and scaled customer success programs. Reporting to the Director of Customer Success, this role is pivotal in driving customer success initiatives and ensuring our global customer base achieves maximum value from our solutions. This role is ideal for someone who thrives at the intersection of technology, customer experience, and revenue growth. You’ll design, manage and execute on digital touchpoints, campaigns, and automation that support onboarding, adoption, retention, and expansion across our entire customer base as well as service customers directly in a pooled customer success engagement model.

Key Responsibilities

• Program Development: Design and implement scalable customer success programs tailored to different customer segments and needs.
• Customer Engagement: Create and execute engagement strategies by customer segment to drive product adoption, usage, and satisfaction, ultimately leading to renewal and expansion. Service customers directly in a pooled customer success engagement model.
• Customer Advocacy: Build and nurture relationships with key customers to foster loyalty and advocacy.
• Metrics and Reporting: Define, track, and report on key performance indicators (KPIs) to measure the effectiveness of and iterate on customer success programs.
• Cross-functional Collaboration: Work closely across the Customer Experience team and with Sales, Marketing, Partnerships, Product, and Support teams to align customer success initiatives with overall business objectives.
• Customer Feedback: Collect and analyze customer feedback to identify areas for improvement and drive product enhancements.
• Content Creation: Develop and maintain customer success resources, including guides, tutorials, webinars, nurture campaigns and best practices.
• Technology Utilization: Leverage customer success platform, CRM, marketing campaign platform, and other internal tools, including AI, to track engagement, usage and customer health, and  automate and optimize customer interactions and program delivery.
• Drive Revenue: Support the Customer Success team in achieving revenue targets tied to renewals and expansions.\

Skills and Experience

• Experience:
  • 5+ years of experience in customer success, digital programs, lifecycle marketing, account management, or a related field within a B2B SaaS environment.
  • Proven experience managing digital CS programs at scale.
  • Hands-on experience with Customer Success platforms, Salesforce, digital marketing tools and campaign automation.
  • Prior ownership of customer revenue targets (i.e. renewals and expansions).
  • Legal tech experience is a plus, but not required

• Education:
  • Bachelor’s degree in Business, Marketing, or a related field.
  • Skills:
    • Proven track record of developing and executing successful customer success programs.
    • Strong understanding of SaaS business models and customer lifecycle management.
    • Excellent communication and interpersonal skills including cross-functional collaboration and influence.
    • Analytical mindset with the ability to gather and interpret data to make data-driven decisions.
    • Proficiency in customer success platforms (e.g., Gainsight, Planhat, Vitally) and CRM systems (e.g., Salesforce).
    • Ability to work independently and as part of a team and communicate effectively in a fast-paced, globally distributed, dynamic environment.
• Attributes:
  • Customer-centric mindset with a passion for helping customers succeed and influencing others to do the same.
  • Strategic thinker with strong problem-solving skills.
  • Highly organized and detail-oriented.
  • AI-first approach with a focus on automation and scalable solutions.
  • daptable and open to change in a rapidly evolving company.

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.