Head of Activation & Retention (Customer Success Lead)
Location: Remote / Hybrid (Manila, Philippines)
Reports to: CEO
Works With: Legal Product, Data/ML, Engineering, Marketing, Sales
Anycase.ai
Anycase is a Philippine legal AI company building reliable research and drafting tools for lawyers and law students.
We combine large language models with a curated, evaluated corpus of Philippine laws and jurisprudence to produce citation-backed legal outputs.
Today, we serve 5,000+ legal professionals nationwide, including lawyers working across all three branches of government.
Your Mission
Ensure every lawyer who signs up for Anycase reaches reliable, repeatable legal output as quickly as possible and convert user friction into clear product direction.
You own activation, retention intelligence, and customer signal.
This is not a customer service role.
It is a systems, analytics, and workflow role.
What Success Looks Like (12 Months)
- Median Time-to-Value 7 days
- Sustained improvement in 14-day activation
- At-risk users identified before churn
- 90% of churned accounts classified with root cause
- Monthly VoC reports shaping roadmap
- Onboarding and training systems run without founder intervention
Core Responsibilities
1) Activation & Onboarding Systems (Primary)
- Design and improve onboarding flows
- Build workflow-based education (e.g., tax research, jurisprudence synthesis, drafting)
- Own trial activation conversion
- Reduce time from signup to first usable legal output
- Give the Marketing team feedback on the quality of sign-ups
You build systems. Not ad hoc demos.
2) Training & Institutional Activation
- Run structured onboarding for firms and institutions
- Ensure first-30-day adoption
- Develop reusable training modules with the Sales team
- Conduct usage reviews and follow-ups
This is activation, not account management.
3) Risk Detection & Retention Intelligence
- Build and maintain account health scoring
- Define at-risk signals
- Run recovery playbooks
- Maintain churn taxonomy and analysis
You turn churn into data, not anecdotes.
4) Voice of Customer -> Product
- Identify recurring workflow failures
- Surface coverage gaps and system weaknesses
- Produce structured monthly insight reports
- Partner with Product, Data, and Legal Intelligence
- Share positioning and messaging insights with Marketing
You are the product sensing layer.
5) Support Oversight
- Oversee CX / onboarding specialists (as team grows)
- Maintain response standards and SLAs
- Ensure accuracy and professionalism
You manage quality, not volume.
Key Metrics (KPIs)
Primary
- Median Time-to-Value
- 14-Day Activation Rate
- At-Risk Coverage Rate
- Churn Classification Rate
Secondary
- Workflow Adoption
- Support Resolution Time
- Institutional Activation Success
- CSAT is tracked for hygiene, not as a primary metric.
Who You Are
- Systems-oriented and analytical
- Comfortable working with dashboards and metrics
- Able to translate user pain into structured insight
- Confident working with professional clients
- Willing to challenge product decisions with data
- Strong ownership and follow-through
You think in workflows, not scripts.
Ideal Background
- B2C SaaS: Activation, CX, RevOps, Product Ops, or Retention
- FinTech / LegalTech / Professional Services Tech preferred
- Experience building onboarding or education systems
Legal background is helpful but not required.
Compensation
Base: 100,000 120,000 / month
6-month performance review
Performance-based adjustment
Optional activation-linked bonus
Why Join Anycase
- Work directly with the founder and leadership
- Shape how legal AI is used nationwide
- Build core retention systems from zero
- High autonomy and influence
- Deep exposure to legal + AI workflows
