LegalMatch.com is hiring a Customer Success Manager - Retention & UX Strategy to lead churn reduction initiatives and strengthen customer retention across our B2B and B2C segments. In this role, you will turn customer insights into actionable improvements that directly impact growth and long-term business success.
What You'll Do
- Develop and implement churn reduction strategies based on customer data and behavioral insights.
- Identify, track, and report key customer metrics across cross-functional projects.
- Improve UX and UI flows to reduce friction and increase retention.
- Design and optimize customer journey touchpoints for B2B and B2C users.
- Collaborate with Product, Engineering, Sales, and Marketing to align retention strategies.
- Propose and run testable experiments to improve usability and engagement.
- Strengthen customer support infrastructure through automation and process improvement.
- Translate customer feedback into actionable product and process enhancements.
- Ensure timely delivery of retention initiatives with measurable outcomes.
- Continuously analyze trends and recommend improvements to processes and systems.
Team & Environment
You will sit within the Customer Experience Team.
Work Mode
This is a fully remote position open to global candidates.
