Customer Success Manager - Retention & UX Strategy (Remote) at LegalMatch.com

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

10 Jun, 26

Salary

0.0

Posted On

12 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Churn Reduction, Customer Retention, UX Strategy, Data-Driven, Customer Insights, Usability, Customer Journey Mapping, Behavioral Insights, Analytical Skills, Problem-Solving, Emotional Intelligence, Communication, SaaS Products, Lifecycle Management, Automation

Industry

Software Development

Description

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. This role sits within the Customer Experience Team and plays a key role in improving product usability, meaningful customer touchpoints, and overall satisfaction. You will turn customer insights into actionable improvements that directly impact growth and long-term business success. Responsibilities: 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 2–5 years of experience in Customer Success, UX, Product, or related roles At least 1 year of formal leadership experience preferred Strong understanding of SaaS products and customer lifecycle management Experience with user journey mapping and usability fundamentals Proven ability to improve navigation flow and customer retention Experience building scalable customer support processes and automation Strong analytical, critical thinking, and problem-solving skills High emotional intelligence and excellent communication skills We’re looking for someone who: Is proactive and focused on results Can solve complex problems, even under pressure Has a “can-do” attitude to resolve issues efficiently Pursues continuous improvement in processes and systems Works well with teams and communicates effectively Is intrinsically motivated to deeply understand how products drive customer value At LegalMatch Philippines, we offer a dynamic and innovative environment where you can grow and make a real impact in legal tech. Join our team, collaborate with passionate individuals, and take the next step in your career. Apply today!

Responsibilities

The role involves developing and implementing churn reduction strategies based on customer data and behavioral insights while collaborating cross-functionally to improve product usability and customer touchpoints. Responsibilities also include designing optimized customer journeys, running usability experiments, and strengthening support infrastructure through automation.