• Define and execute the enterprise customer success strategy aligned with corporate objectives. • Serve as a key member of the Customer Leadership Team, influencing company-wide decisions impacting client experience. • Lead, mentor, and develop a high-performing team of Customer Success Executives. • Develop a strategy that best supports a National level customer doing business across multiple states, many types/lines of business (LOBs) and compliance requirements, numerous provider networks and reimbursement methodologies and significant membership. • Create an operating model that will match the unique requirements stated above for a National client and ensure business outcomes are achieved at all levels. • Establish departmental KPIs, monitor performance, and ensure alignment with organizational goals. • Own and enforce customer KPIs and SLAs at a National account enterprise (macro level) and at a customer’s unique LOB (micro level) splits. • Fully understand and advocate the account’s strategic national play in both the US healthcare industry and as a key account and partner. • Act as the executive sponsor for the account, building trusted relationships with C-suite stakeholders. • Own customer’s P&L, including revenue growth, retention, and EBITDA contribution. • Drive forecasting, budgeting, and cost optimization for the Client Success organization. • Collaborate with Sales, Product, Delivery, Engineering and Consulting to ensure seamless client experience and solution delivery. • Encourage customer participation in CSAT, NPP, Advisory Boards and other sponsored events as a means for the customer to express satisfaction levels and influence tactical and strategic decision making. • Influence product roadmap and service offerings based on client insights and market trends. • Champion data-driven decision-making, leveraging customer health metrics and predictive analytics. • Represent the company at industry events, conferences, and executive forums as a thought leader.

Role Description As a Customer Experience Specialist - Email/Chat, you will be part of the Customer Experience team, playing a critical role in ensuring our users receive timely, empathetic, and effective support. Your work directly contributes to customer satisfaction, retention, and the overall reputation of LegalMatch. This role goes beyond answering inquiries—you will build trust, solve problems, and create meaningful customer relationships. - Respond promptly and effectively to customer inquiries via email and chat. - Troubleshoot and resolve issues related to the platform, services, and products. - Understand customer needs (both practical and emotional) and respond with empathy. - Track, document, and follow up on customer requests to ensure resolution. - Escalate complex concerns to the appropriate teams when needed. - Maintain accurate records of customer interactions. - Collaborate with internal teams to improve support processes. - Identify recurring issues and recommend improvements. - Ensure a positive and consistent customer experience. - Uphold service quality standards and response time expectations. Qualifications - Proven experience in customer support (email/chat preferred). - Excellent written communication skills with strong attention to detail. - Strong problem-solving and critical thinking skills. - Ability to manage time, prioritize tasks, and multitask effectively. - Experience using customer service tools and platforms. - High emotional intelligence, patience, and adaptability. Requirements - Be proactive and focused on results. - Solve complex problems, even under pressure. - Have a “can-do” attitude to resolve issues efficiently. - Pursue continuous improvement in processes and systems. - Work well with teams and communicate effectively. Benefits At LegalMatch Philippines, we offer a dynamic and innovative environment where you can grow and make a real impact in legal tech. Join our team, collaborate with passionate individuals, and take the next step in your career. Apply today!

• You own two equally important things: making sure partners can sell, and making sure they want to. • Build the enablement infrastructure that gets partners from signed to active fast, and running the co-marketing engine that keeps them engaged, visible, and generating leads over time. • Own the onboarding process end-to-end. Get every new partner from signed to first SQL as fast as possible. • Monitor partner performance across the portfolio. Identify at-risk partners early, flag expansion opportunities, surface insights for the PMs and VP. • Organise and run joint webinars and online events with partners. Own the format, the promotion, and the follow-up to turn attendance into pipeline. • Produce co-branded content with partners: case studies, integration guides, thought leadership pieces. Make partners look good, and make lempire visible in their ecosystem. • Build and execute campaigns that generate leads for both lempire and the partner simultaneously.

Role Description We are looking for a proactive and organised Customer Success Manager to join our growing team. While our standard Customer Service roles focus on reactive troubleshooting, this role is dedicated to the lifecycle of our 10,000+ school customers. You will sit within the Customer Service team and assist with complex tickets, but your primary focus will be Customer Success: ensuring schools can pay easily, onboard their teachers effectively, and renew their subscriptions year after year. With over 80,000 seats across 10,000 schools, you won't just be emailing individuals; you will be building workflows and using automation to communicate with our customers at scale, removing friction from their journey and maximizing the value they get from Wordwall. Qualifications - Location: Must be based in the Philippines - Experience: Minimum of 3 years’ experience in Customer Success, Account Management, or a B2B Customer Support role (SaaS experience preferred) - Commercial mindset: Understanding of the customer lifecycle and the importance of churn reduction. - Tech-savvy & process oriented: Comfortable working with data and CRM tools. - Financial literacy: Comfortable dealing with invoices, purchase orders, and basic reconciliation tasks - Communication: Excellent written and spoken English (C1/C2 level) with the ability to negotiate and persuade, not just troubleshoot - Remote work: Proven ability to work independently in a fully remote environment with a reliable Internet connection Requirements - Proactive retention & renewal management - Own the renewal process for school accounts - Contact customers in advance of their contract end-dates to discuss renewal options and ensure retention - Design and manage automated email workflows to remind administrators about upcoming renewals - Monitor usage data to identify "at-risk" schools (low usage) and intervene before they churn - Engage with new school customers immediately after subscription to ensure they are set up correctly - Drive adoption by ensuring purchased licenses are actually assigned to teachers - Create resources or templates that help school administrators understand how to get the most out of the platform - Act as the bridge between the School and our Finance team to ensure smooth payment processing - Investigate and resolve payment discrepancies, specifically matching bank payments to open invoices to prevent service interruption - Assist schools with vendor forms, tax documents, and invoice queries to remove administrative barriers to purchase - Handle a portion of the general support queue, specifically focusing on tickets related to school plans, license management, and billing - Serve as an escalation point for complex B2B queries from the wider support team Benefits - 30 days' holiday per year - 100% remote & flexible working #LI-Remote - Social events and annual meet ups Company Description Our mission at Wordwall is to simplify the lives of teachers by providing an easy-to-use platform for creating interactive games and worksheets. We automate the resource design process, allowing educators to focus on delivering engaging content. We are originally a UK-based company, but we have colleagues all across the world and work fully remotely.