Customer Success

Customer Success Strategy and Operations Manager (Remote)

Preferable Location: New York, Toronto, Melbourne, San Francisco, Washington   |   Full Time

LexCheck is the leading AI Contract Negotiation platform for the world’s largest enterprises.  Fortune 500 companies from virtually every industry use LexCheck to rapidly review contracts, dramatically reducing their legal spend while accelerating their ability to do business. As one of the fastest growing companies in the legal technology sector, we are always looking to add talented, motivated individuals to our team!

 We are seeking a Customer Success Strategy and Operations Manager who will play a key role in rolling out our customer success programs, with an emphasis on scaling product delivery. As an analytical problem solver and self-starter, you will build reports and dashboards to develop business intelligence for customer success. You will also analyze and utilize data insights to help design and lead strategies to optimize the experiences of our customers, and in doing so also create and apply operating procedures for the customer success organization. You will work with cross-functional teams such as Sales, Finance, Marketing, Systems Operations, and Delivery managers. Ultimately, as the Customer Success Strategy and Operations Manager, you will lead the design, build, and measurement of scalable processes and daily requests that enable our Customer Success team to ensure delivery excellence, from onboarding through renewals.

The Customer Success group at LexCheck is a high-performing team that delivers strategic analysis and operational rigor across the entire LexCheck organization. The ideal Customer Success Strategy and Operations Manager candidate should have a passion for driving key business objectives and turning data-driven insights into actions by building, experimenting, and iterating. They will excel at balancing strategic planning with execution and be comfortable with tactical decision making.  They will enjoy building operational/financial models and business cases, engaging directly with our clients, and improving our operational processes and tools.


Qualifications

  • BS/BA degree or equivalent in relevant work experience
  • 3+ years’ experience in a customer success management role
  • 5+ years’ experience managing teams and client-facing engagements
  • Strong written and verbal communication skills
  • Strong academic record
  • Record of business-focused decision making and counseling
  • Experience working with a client-service focus in a fast-paced, dynamic environment
  • Superior interpersonal skills with a demonstrated ability to work well with peers, all levels of management, and external resources in a virtual team environment
  • Ability to successfully prioritize competing matters and deadlines
  • Ability to effectively collaborate cross-functionally across teams with the attitude that no job is too big or too small
  • Talent for thinking outside of the box when confronting new issues and pursuing novel approaches to old problems
  • Attention to detail
  • Confidence in taking initiative and accepting personal responsibility for work


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