Customer Success Manager - Retention & UX Strategy (Remote)

Job 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

Requirements

• 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!