Customer Success Manager

Employment type: full time (open to part-time applicants)

Location: United States (distributed team, so flexible on exact location)

Functions: customer success, customer support, education and training, customer and product communications, product management, user testing

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Overview

Josef is used by lawyers and legal professionals to transform the way they deliver their services. This is no mean feat! You’ll be at the front line of this effort, helping our customers to make legal services more accessible.

This is a challenging, exciting and potentially transformative role. As CSM, you will work closely with our COO to drive the creation, management and implementation of Josef’s customer success strategy. This is a cross-functional role that includes contributing to, overseeing and executing:

  • customer success
  • customer support
  • account management
  • education and training programs
  • data and analytics
  • customer communications
  • product communications
  • product management
  • user testing

This list is non-exhaustive. Our aim is to hire people who can grow with us. We want you to be able to take a leadership role in the company going forward, helping us to build out a team and forge a path towards our vision.

To be successful in this role, we want you to have excellent communication, organisation and presentation skills. You should also be comfortable working with external stakeholders. You will collaborate with various teams at Josef, including the sales, development, product and design teams.

What you will do

  • Support the COO in managing customer success at Josef
  • Be the custodian of Josef’s customer support procedures and processes
  • Manage a team to help provide customer success and support
  • Develop and provide education and training to customers
  • Account and stakeholder management
  • Oversee customer communications
  • Input into product processes, including by running user testing sessions with customers
  • Use data and analytics to improve customer success

About you

Our ideal next Customer Success Manager has an appropriate level of expertise and experience in SaaS customer experience, success and support. You will also have:

  • A desire to learn, grow and experiment
  • Excellent written and verbal communication skills
  • Excellent organisational and project management skills
  • Excellent attention to detail
  • An open mind and desire to bring your authentic self to work every day
  • An understanding of product and product management

Experience in relevant fields, including the law, process automation, service design, CX design and project management will be beneficial.

Who we are

The Josef team is exceptional, fiercely creative and driven to make a difference in the world. Because of this, our culture is open and we expect everyone to be a leader.

We are a group of friends from a range of different backgrounds. We value and celebrate diversity, and we’re committed to creating an inclusive, flexible and happy environment for all employees.

What we do

The majority of people who face a legal problem do not get help from a lawyer. And, for those who do, many find the experience expensive, uncertain and confusing.

Josef’s mission is at once simple and ambitious: to transform the way legal services are delivered, making them more accessible.

To do that, we’ve created a no-code automation platform that empowers lawyers to easily launch legal bots to automate parts of their day-to-day work.

Our customers include some of the biggest law firms in the world, small suburban firms, in-house lawyers at multinational corporations, and legal aid and community organisations.

What to expect

  • Competitive market wages
  • The opportunity to participate in an employee share scheme
  • A supportive and inclusive working environment
  • The chance to work with a clever, engaged and lovely team of people!
  • Learning and development policy and budget
  • Wellbeing policy and budget
  • A flexible workplace and the ability to work from anywhere
  • A work environment that is challenging, dynamic, creative and independent
  • The autonomy to help us determine the future direction of the company
  • Clear OKRs and goals
  • Regular check-ins with the executive team to discuss your progress

Submit your application

If you think you’d be a good fit then we’d love to have a chat!

Please have your CV ready to upload, and use our bot to apply for the job while getting a sneak peek at one of our products.

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