Legl is a fast-growing, vertical B2B SaaS platform with a mission to bring the legal industry into the 21st century. We closed our Series B (May 2022), and we are scaling quickly on our next phase of growth.
Boasting an award winning SaaS product, Legl is modernising the legal industry through innovative solutions which influence and improve upon how law firms interact with their customers. Encouraging and facilitating a digital age to an archaic industry, we are changing the experience for lawyers and customers alike. We launched in October 2019 and have built a large law firm customer base who love our product and our team.
We have an agile, ambitious and collaborative team, with deep experience across design, tech and the industry. We put our employees first and are looking for people who can grow with us. We rely heavily on data and first principles decision-making.
The Role
We are recruiting for a Senior Customer Success Manager (CSM) to act as a strategic partner to our key customers. You will own the entire client lifecycle and be expected to grow revenue across a portfolio of high-valued customers. You will work closely with customers, building positive relationships with a range of stakeholders, developing an intimate knowledge of their business and technology stack.
Customer Success at Legl has three objectives:
* Launching new customers and overseeing the ramp phase of the customer journey, which includes stakeholder engagement, training and change management.
* Expanding customer usage by ensuring each customer has an account plan, identifying and managing expansion opportunities across your customer book of business.
* Retaining customers by tracking leading and lagging indicators to monitor the customer health and coordinate escalations, especially where there is risk of churn.
Key Responsibilities:
* Act as a partner for your customers, focusing on launching new accounts and expanding usage & revenue for your existing book of business.
* Understand the commercial challenges faced by your customers, and advocate for them.
* Create account plans for each customer to expand adoption of Legl throughout our customers’ business.
* Educate customers on their product usage and the additional ways in which Legl’s product suite can support them in solving their business challenges.
* Implement a strong customer feedback loop, providing insights cross-functionally at Legl, to identify growth opportunities and risks to customer adoption, satisfaction and churn.
About You:
* Track record of delivering increased Net Revenue Retention at low churn rates in a B2B SaaS environment
* Experience working with senior key stakeholders (C-Suite) within large organisations
* Comfortable stakeholder mapping and identifying whitespace analysis
* Naturally tenacious with a commercial mindset to identify opportunities whilst linking business outcomes with Legl’s products
* Strategic mindset focused on solving customers’ problems to help further their business objectives
* Passionate about educating, guiding & driving value to customers
* Curious and ever learning about the technicalities & competitive landscape of the legal industry
* Experience in a usage/volume-based revenue model is beneficial, but not necessary
* Exposure to regulated industries (such as LegalTech, FinTech, RegTech etc) is advantageous
Benefits
* Competitive salary and share options: we all share in Legl’s success
* Legl has a dynamic, hybrid culture, with a focus on making work work for you.
* Annual offsite & regular events to socialise with your colleagues in person
* Opportunity to join a well-funded, post-Series B startup in our mission to make legal services better for everyone
* High impact work that really matters - success in this role will drive our growth and have a big impact on the business and our customers
* A focus on wellbeing with access to support sessions with a psychotherapist and a personal wellbeing budget of £250 per year
* A learning and development budget of £1,000 per year
Diversity
We believe that having diverse teams in which everyone can be their authentic self is key to our success. We encourage people from underrepresented backgrounds to apply.
#J-18808-Ljbffr