Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Client Success Manager ensuring member retention and providing legal support at LegalVision. Collaborating with clients to enhance their experience and support through proactive management.
Responsibilities
- Build strong relationships with new members.
- Proactively manage membership hold and cancellation requests.
- Suggest initiatives to reduce churn and enhance member retention.
- Identify opportunities for members to upgrade or extend their membership.
- Act as the primary point of contact for member inquiries.
- Analyse member usage patterns to detect potential churn risks.
- Action client feedback to continuously refine and improve our membership offering.
- Collaborate with other LegalVision teams.
Requirements
- At least six months of experience working in a customer service or account management role.
- Previous experience in a Client Success role will be looked upon favourably, but is not a requirement for this position.
- Excellent client service focus, as well as the ability to troubleshoot and have difficult conversations when required.
- Personable, empathetic, and understanding.
- Driven, autonomous, and efficient.
- Business and tech savvy.
Benefits
- 25 days holiday (excluding bank holidays) plus contractual sick pay, paid volunteering, birthday and parental leave.
- Private Health Insurance (post probation).
- Annual budget to spend on external learning and development.
- Regular team socials, drinks and meals.
- Vibrant office environment in Ancoats + WFH options.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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