Customer Success Manager

Were Hiring: Customer Success Manager (SMB/Mid-Market) 100% Remote or Hybrid (Sydney)

Want to work with a category-leading legal technology platform own your own portfolio and directly influence retention and growth This ones worth a look.

Our client a fast-growing globally trusted legal technology company is hiring a Customer Success Manager to own relationships with its small- and mid-market accounts. Youll be the trusted advisor customers turn to the internal voice that gets things done for them and a key driver of retention and revenue growth. Fully remote.

Why this role is worth your time:

Genuine ownership run your own book of business in a one-to-many model

Real influence shape product adoption retention strategy and customer outcomes not just ticket resolution

Cross-functional exposure work directly with product support and executive teams

Revenue impact a clear path to grow ARR through cross-sell upsell and advocacy

Remote-first work from wherever you do your best work

Backed by a platform legal teams and law firms already trust

What youll be doing:

• Building strategic relationships with a portfolio of small/mid-market accounts

• Driving product adoption and understanding what success looks like for each customer

• Becoming a trusted advisor customers rely on not just a point of contact

• Partnering across product support and leadership to solve customer problems fast

• Creating content and resources that help customers get more value faster

• Building actionable business plans tied to each customers real goals

• Owning retention knowing exactly what drives it and what threatens it

• Growing ARR through cross-sell upsell and turning happy customers into advocates

• Spotting and fixing friction points in the customer experience before they become churn risks

What you bring:

• A natural relationship-builder who customers trust and enjoy working with

• Sharp communication and presentation skills

• Strong organisational instincts you dont let things fall through the cracks

• A collaborative mindset you get things done through people not around them

• Genuine customer orientation paired with solid business acumen

• A problem-solvers brain

What youll need:

• Bachelors degree in a business discipline (or equivalent experience)

• 4 years in software/tech account management customer success consulting training or project management

• Legal industry experience is a strong plus but not essential