Customer success for members in Colombia, Costa Rica, Mexico, Panama, Portugal and Spain
Example: a customer success manager's day. The members are fictional.
Who the members are
ILP members are North Americans who live in Colombia, Costa Rica, Mexico, Panama, Portugal or Spain, or own property there, and pay US$79.99 a month for up to three 20-minute calls a month with a lawyer licensed in their country.
Example members, with the calls they have left this month.
Where members get lost
A call helps only when the member comes ready and someone makes sure the next steps happen after it.
An example member's month when nobody owns the follow-up.
What a CSM does
The customer success manager is the member's contact at ILP: the welcome call, a profile ready for the first call, the lawyer's next steps sent after it, quotes followed up and renewals checked.
An example member's first month with a CSM, one step after another.
Step 1 of 4
Each task names the member, the job and when it is due, and a daily email at 8:00 am Costa Rica time lists what is late, what is due today, new members and members at risk.
Example screen: Today, with a late task closed and its outcome written down.
Step 2 of 4
The score runs from 0 to 100, and a failed payment, weeks without contact or an unanswered quote take points off, so the members most likely to leave come first.
Example screen: My book, lowest score first, with the reasons behind each score.
Step 3 of 4
The welcome call, the renewal check-in, a failed payment and a missed call each have steps in order and an email you send from the member's page.
Example screen: the welcome email for a new member, sent and logged on the timeline.
Step 4 of 4
My KPIs shows time to first contact, follow-ups after a lawyer's handoff, readiness after 7 days and retention after 90 days, for your own members.
Example screen: My KPIs with the target under each figure. The figures are an example.
ILP is a legal membership for North Americans in six countries, and customer success managers are part of the ILP team.
Each member has one CSM.
New members go to the CSM with the fewest members, and you can take members who have no CSM yet from the portal.
Legal advice comes from the member's lawyer, and you make sure the member knows what the lawyer confirmed and what happens next.
After a call the lawyer confirms the legal next steps, and you follow up on quotes and paid work.
Your figures describe your own members and are not compared with other CSMs.
Today, a member's health score and the line you log after each contact, with example members.
What the role covers, taken from how the CSM portal works today.
Short answers to what people ask us about customer success at ILP.
No. The member's lawyer gives legal advice. You help the member prepare for calls and act on what the lawyer confirmed.
Not yet. The email link at the end of this page goes to the ILP team.
New members go to the CSM with the fewest members. You can also take members who have no CSM yet from My book, and staff can move a member to another CSM.
In the CSM portal, with your ILP email address. We email you a sign-in code.
There is no online application for this role yet. Send a short note about your experience looking after clients and the languages you speak. team@internationallegalpartner.com