LegalMatch Philippines is hiring a Customer Success Manager to join our Customer Experience Team. In this remote role, you will be key to improving customer retention by designing smarter user experiences and implementing data-driven churn reduction strategies. You will work cross-functionally to identify friction points, propose solutions, and track initiatives that help our B2B and B2C customers succeed.
What You'll Do
- Identify, monitor, and analyze key customer metrics to drive retention strategies.
- Collaborate with design and product teams to improve UI/UX 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 cross-functional 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.
What We're Looking For
- 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.
- High emotional intelligence and strong collaboration skills.
- Proactive, results-focused, and adaptable.
- Excellent communication skills and a “can-do” attitude.
Nice to Have
- At least 1 year in a leadership role.
Team & Environment
You will be part of our Customer Experience Team in a dynamic, innovative environment where you can grow and make a real impact in the legal tech space, collaborating with passionate individuals.
Work Mode
This is a fully remote position open to global candidates.
