Manager, Customer Success

Logikcull

  • Full Time

What we need:
Passionate about customers?  Keen eye for expansion potential?  Does building teams and processes excite you?  We’re looking for a Manager to bring their desire to delight customers and a nose for growth to our fast growing CS organization.  This is a pivotal role that will lead the capture of wallet share from an untapped growth opportunity within our customer base.  You will lead a team of 5 CSMs across a portfolio of law firms of all shapes and sizes.  You will achieve growth focused KPIs and develop our talented CSMs, all while engaging directly with the customer base.  

Who you’ll work with:
You will be working with a strong, distributed Customer Success team and reporting to the VP of Customer Success.  You will also provide feedback and direction in cross collaborative environments that include the product, marketing and engineering teams.

 

What you’ll do:

 

  • Lead, develop and grow a team of CSMs
  • Lead and deploy retention and growth strategies on a targeted portfolio of law firm accounts.
  • Measure, monitor and surpass retention, adoption and growth KPIs.
  • Drive CSM behaviors that will lead to platform adoption and user growth.
  • Partner with VP of Customer Success to establish goals, OKRs and long term vision for the CS organization.
  • Deliver a world class customer experience.
  • Codify and develop the CS expansion playbook.
  • Accurately forecast customer growth.
  • Manage portfolio assignments and bandwidth.
  • Engage with customers to build relationships in key accounts.
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    What we’re looking for (you!):

     

  • 2+ Years of experience managing a team of at least 3 CSMs 
  • Strong customer facing communication skills
  • Proven experience meeting growth goals on a customer portfolio, both as an individual contributor and a manager.
  • Experience hiring, onboarding, training and developing new employees.
  • Strong managerial skills including personnel development, conflict resolution, escalation management, and organizational planning.
  • Prior experience working in a technology solution selling to law firms or legal counsel preferred.
  • Ability to work from home in a distraction-free environment with stable internet access.
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    Why us?
    Join for the amazingly talented and kind people. Stay for the massive customer and market impact. Read what our employees & customers have to say, and be sure to watch this quick explainer video. We’re 100% remote/distributed, and staying that way! Our benefits are best in class. And our perks, including $1k/year for WFW (Work From Wherever), company off-sites (see photos), half-day Fridays, and killer SWAG make working @ Logikcull even better.
    Logikcull is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, pregnancy, marital status, sex, age, sexual orientation, military, and veteran status, registered domestic partner status, genetic information, gender, gender identity, gender expression, or any other characteristic protected by applicable law. All employment is decided on the basis of qualifications, merit, and business need.