We are looking for a data-driven Customer Success Manager – Retention & UX Strategy to lead churn reduction initiatives and strengthen customer retention across our B2B and B2C segments.
Requirements
- 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
- Strong analytical, critical thinking, and problem-solving skills
- High emotional intelligence and excellent communication skills
- Proven ability to improve navigation flow and customer retention
- Experience building scalable customer support processes and automation
Benefits
- Dynamic and innovative environment
- Opportunity to grow and make a real impact in legal tech
- Collaborate with passionate individuals
