Customer Success Manager - Retention & UX Strategy (Remote)

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.

Requirements

• 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
• Strong analytical, critical thinking, and problem-solving skills
• High emotional intelligence and excellent communication skills
• Proven ability to improve navigation flow and customer retention
• Experience building scalable customer support processes and automation

Benefits

• Dynamic and innovative environment
• Opportunity to grow and make a real impact in legal tech
• Collaborate with passionate individuals