Position: Customer Success Manager
Company: Legal Nodes
Category: Support
Experience required: 3y
English level: upper

At Legal Nodes, we help founders and entrepreneurs build global businesses with confidence from day one to operate across borders. Everything from legal matters to international banking and taxation in 20+ countries can be solved via our platform. We look for Customer Success professionals to ensure our clients' success and satisfaction. 

In this position, you will be responsible for the following:
**- Client Onboarding:** Take over from sales to ensure that new customers are properly onboarded and set up to use the product.
**- Client Training and Education:** Assist clients in optimizing their use of our products. Provide ongoing training for the clients on how to use the platform. Create FAQ materials and educational content to empower clients to make the most of our offerings.
**- Support:** Serve as a reliable point of contact for clients, ensuring they receive the best customer experience possible. Your assistance and guidance will contribute to their continued loyalty and satisfaction.
**- Measuring:** Keep the customer success scoreboard updated, and ensure that the data relevant to Customer Retention Rate, Customer Health Score, and Customer Lifetime Value is gathered and analyzed;
**- Monitoring:** Proactively identify clients who may be at risk and what actions are required to resolve the existing issues, and share it with relevant team members to make improvements.
**- Value Promotion:** Champion the value of our products through effective communication and collaboration with clients, helping them see how our solutions meet their needs.
**- Work with Sales Team:** Collaborate with Sales team to find and capture opportunities to increase sales and renew paused customers;
**- Work with Support Team:** Collaborate closely with Technical Support teams when the customer encounters a technical issue when using the platform. 
**- Work with the Product Team:** Pay keen attention to customer feedback, complaints, and concerns. Provide actionable recommendations for product enhancements based on client feedback and evolving market needs. Your insights will be instrumental in driving overall growth.

**Candidate Requirements(for middle-senior level):**
- 3+ years of experience in Client Care or in Customer Success in B2B;
- Experience managing business accounts;
- Proven experience managing teams and cross-department collaboration;
- Experience in stakeholder management;
- Have built (or helped to create) the CS playbook from scratch;
- Willing to provide references from previous customers
Proven success in an early-stage organization (Series A-C);
- Strong communication skills;
- Strong self-organization skills;
- Tech-savvy(comfortable with using new analytics and administrative systems, analytics platforms, building digital dashboards);
- Fluent English;
- Customer Success Training Certificate(SuccessCOACHING, TriTuns, Cisco’s, or other CSM training programs) would be a plus.