• Build and Optimize Multichannel Journeys: Design, test, and implement end-to-end complex automations (email, SMS, push, and WhatsApp) using Salesforce Marketing Cloud (Journey Builder), focusing on personalization and scalability. • Lead the Recovery (Collections) Strategy: Actively design relationship flows for delinquent customers, defining behavioral triggers, intelligent communication cadences, and approach tests that maximize credit recovery. • Advanced Data Handling: Create robust segmentations, manage Data Extensions (DEs), and develop custom SQL queries to ensure the right message reaches the right audience. • Performance Analysis and A/B Testing: Propose and run ongoing hypothesis tests, evaluating engagement, conversion, and financial-return KPIs to feed back into CRM strategies. • Strategic Stakeholder Partnership: Collaborate closely with the MIS team to structure CRM reports and translate technical metrics into strategic reports for leadership and other business areas.

• Ensure customer success by driving full value realization of the platform. • Identify customer business outcomes and their aligned value metrics. • Develop and execute strategic roadmaps for product adoption, customer satisfaction, and advocacy. • Manage the customer relationship, acting as a trusted advisor to executive and senior leadership in Engineering, Product, Business Analytics, and Marketing. • Cultivate strong relationships with IT, engineering, and development teams to drive engagement. • Identify and expand opportunities to deepen customer engagement and account growth. • Collaborate with internal teams to optimize implementations and resolve complex technical challenges. • Build and nurture new stakeholder relationships to unlock expansion opportunities. • Partner with Sales on account renewals and expansion strategies. • Analyze your portfolio to prioritize high-impact risks and opportunities. • Proactively identify risks, prioritize opportunities, and develop mitigation plans for high-impact accounts. • Become a platform expert while staying current with industry trends in data and analytics. • Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teams.

Role Description The Senior Customer Success Manager is responsible for ensuring effective adoption and expansion for new and existing clients. You will be working with key customer and LawVu stakeholders to ensure that the client transition from sales, through onboarding, to customer success, is a smooth process. You will manage your own portfolio of customer accounts, ensuring client objectives, outcomes and ways of working are well understood; tailoring an adoption and expansion strategy to suit. This role will call on a combination of Customer Success and Account Management skills to mitigate churn, nurture adoption and steer clients towards annual 110% net revenue growth. What you’ll do… - Initialising and onboarding new customers - Communicate with clients to understand their objectives, requirements, internal workflows and ways of working. - Identify and engage key stakeholders, preparing, managing and communicating a clear, timed success plan. - Multi-thread your accounts, nurturing product champions and decision makers to successfully adopt and embed LawVu. - Act as a trusted advisor to legal professionals, leveraging your understanding of legal team and law firm workflows to recommend best practices and drive successful outcomes. - Identify and coach system champions to become experts; training their own teams. Run train-the-trainer style sessions, remotely and on-site when required. - Proactively manage your own portfolio of accounts, prioritising check-ins, reviews and renewals based on their stage in adoption and health score. - Prepare and educate customers on new features, releases and product concepts. - Identify customers at risk of churn and develop strategies for retention and to grow adoption. - Work closely with other LawVu stakeholders, including Support & Product, to collate and action feedback. - Partner directly with the wider Customer Success team to implement and refine the Customer Success strategy, reducing clients’ Time to First Value (TTFV). - Develop and continually improve implementation and success processes, including active use of CRM and Project Management tools. - Identify up-sell and cross-sell opportunities, seeking to continually grow Annual Recurring Revenue per account, through high renewal rate, platform module growth and user expansion. - Build strong relationships with customers, cultivating heroes who have achieved success to advocate for LawVu. Work with Marketing to engage advocates. - Achieve a Net Revenue Retention rate of at least 110% as part of an annual bonus scheme. Qualifications - 5+ years' experience in Customer Success, Account Management, Professional Services or a similar client-facing role - Previous professional experience working within a law firm, corporate legal department, legal operations function, or other legal environment is required for this role - Strong understanding of legal workflows, matter and contract management, legal service delivery and the challenges faced by both in-house legal teams and law firms - Track record of customer retention, growth and expansion achievement - Strong project management and stakeholder management skills - Ability to engage credibly with senior legal professionals, including General Counsel, Heads of Legal, Legal Operations leaders, Managing Partners and Practice Leaders - Strong time management and organisational skills, with the ability to manage multiple priorities - Excellent listening, negotiation and presentation skills - Excellent verbal and written communication skills - Experience working with SaaS platforms is advantageous Requirements - Location: United Kingdom - Reporting to: Director of Customer Experience Benefits - Monthly wellness allowance to use on whatever enables you to bring your whole self to work - gym membership, massage, childcare.. the list goes on! - Health insurance cover - Extended paid parental leave - Extra paid day off on your birthday - Share options so you can have a piece of the pie - Home office allowance set up for remote employees Company Description 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. - We are constantly working towards making LawVu one of the best places to work, for everyone. - LawVu is committed to providing equality of opportunity, valuing diversity and promoting a culture of inclusion.

• Support the customer onboarding process. • Conduct product training sessions and demonstrations. • Proactively monitor customer health and satisfaction. • Identify at-risk customers and work with them to address concerns. • Guide customers in adopting new features and capabilities. • Work closely with Sales, Engineering, Marketing, and Product teams. • Identify opportunities for expanding the scope of customer engagements. • Act as the voice of the customer within the organization. • Develop customer case studies, testimonials, and references.