Customer Success Manager

About Us

Avvoka is a document automation, negotiation, and analytics tech platform used by law firms, in-house legal, and business teams. We are a dynamic team with offices in London and Singapore, and our international customer base includes law firms and corporates such as Allen & Overy, HSBC, McDonald’s, and Warner Bros Discovery. Avvoka has been featured in several publications including The Lawyer, LegalWeek, Legal Business, Legal IT Insider, and Artificial Lawyer. At Avvoka, expect an inclusive environment where each team member is encouraged to ask questions, contribute creatively, and work smarter, not harder.

What We're Looking For

As a Customer Success Manager at Avvoka, you will be the primary point of contact for our clients, responsible for building strong relationships and ensuring they derive maximum value from our platform. You will work closely with our clients to understand their needs, provide tailored solutions, and help them achieve their business goals. This role is crucial in driving client satisfaction, retention, and expansion.

Key Responsibilities

Customer Success Journey

• Deliver a stellar customer success journey throughout the Purchase, Onboarding, Adoption, Retention, Expansion, Advocacy, & Churn Reduction framework, ensuring clients understand how to use Avvoka effectively.
• Develop and deliver tailored training programs based on client needs and industry requirements.
• Provide continuous education to clients on new features, best practices, and advanced platform capabilities.

Client Relationship Management

• Build strong, long-term relationships with clients by understanding their objectives.
• Resolves client inquiries promptly & effectively, and regularly check in with clients to ensure satisfaction, gathering feedback for ongoing improvements
• Monitor client usage data and proactively reach out to offer assistance, or suggest optimizations.

Product Revenue Generation

• Gauge current clients' interest in our products and services to upsell, cross-sell, and expand their usage of Avvoka and our additional features and services.
• Demonstrate ROI in a business review to encourage the customer to renew.
• Collaborate with the sales and product teams to drive account growth and retention.

Product Enablement

• Develop and maintain knowledge resources and best practice standards to streamline Customer Success Managers' (CSMs) workflows and enhance client adoption and utilization of the product.
• Continuously adapt and update practices in response to product or operational changes, ensuring all team members maintain a strong baseline of competency.
• Manage and support operational activities including tracking client interactions, engagement metrics, health scores, and potential risks, as well as monitoring client maturity with products and recording key intelligence.

This outlines your key responsibilities, but it is not an exhaustive list. Reasonable changes within the scope of your responsibilities may be required as the job develops. 

Person Specification

These are the top 5 necessary factors that you would need to be a successful candidate: 

• Sales forward mindset, always looking for opportunities to upsell, cross sell, renew, expand, and promote our brand and product to existing and new clients.
• Strong Project Management capabilities, where you would manage multiple clients and projects simultaneously while maintaining high levels of organization and attention to detail.
• A technical aptitude, finding comfort with new technologies to quickly learn new software platforms, including Avvoka.
• Strong communication skills, with the ability to understand and explain technical aspects of the platform to non-technical users.
• A demonstrated ability to identify issues and proactively and flexibly develop solutions that meet client needs.

Other desirable factors that you would need to be a successful candidate are:

• Prior experience in a customer success manager role.
• Awareness of common challenges faced by legal teams or departments, particularly in contract management.
• Ability to represent client needs effectively in internal discussions and strategy sessions.
• Prior success in driving revenue growth through strategic account management.
• Relevant certifications in customer success, account management, or project management.

Key Measures

• Customer Health Score: Assesses the overall health of a client relationship based on factors like usage, engagement, support tickets, and feedback.
• Upsell and Cross-Sell Revenue: The amount of additional revenue generated from existing clients through upselling and cross-selling activities.
• Time to Value: The time it takes for a new client to realize value from using Avvoka after onboarding.