Customer Success Manager

At Actionstep our Customer Team sits at the heart of everything we do. We build trusted relationships with our customers help them unlock the full value of our platform and ensure they feel supported at every stage of their journey.

Were now looking for a Customer Success Manager (CSM) to join our growing team. This is a fantastic opportunity for someone early in their Customer Success career who is curious customer-obsessed and excited about working in a SaaS environment where relationships and outcomes truly matter.

About the Role:

As a Customer Success Manager youll act as a strategic and supportive partner to your assigned customers. Youll help them adopt Actionstep successfully strengthen long-term relationships and ensure they continue to see real value from our products.

Working closely with Senior Customer Success Managers and cross-functional teams youll manage the day-to-day success of your accounts from onboarding and engagement through to renewals retention and growth. Youll be proactive empathetic and solutions-focused with a genuine desire to help customers thrive.

About Actionstep:

Actionstep is a global pioneer in cloud-based Legal Practice Management software. Our platform helps thousands of law firms run more efficient connected and successful practices from anywhere in the world.

Were a fast-growing SaaS company with a dynamic team spread across Australia New Zealand the UK the US and Canada. With innovation at our core and customers at the heart of what we do were proud to be driving change in the legal tech space and having fun while we do it.

What Youll Be Doing:

As a Customer Success Manager you will:

Build and nurture strong customer relationships
Act as a trusted partner to your customers through regular proactive communication ensuring issues are resolved efficiently and customers feel supported throughout their lifecycle.

Drive product adoption and customer value
Educate customers on Actionsteps capabilities guiding them to fully adopt the platform and achieve meaningful outcomes from their investment.

Own the success of your customer portfolio
Proactively manage assigned accounts identifying risks early addressing concerns and taking accountability for retention renewals and overall customer satisfaction.

Advocate for customers internally
Capture customer feedback and insights working closely with Product Sales Support Enablement and Billing teams to improve the customer experience.

Support renewals and growth opportunities
Assist with renewals upgrades and cross-sell opportunities partnering with Sales to support long-term customer commitments and growth.

Continuously improve how we support customers
Share best practices contribute to process improvements and collaborate with the wider Customer Success team to strengthen capability culture and consistency

Who You Are:

Compassionate: You listen carefully empathise easily and manage expectations with care and professionalism.

Curious: You dig deep to understand problems and wont stop until you find the right solution.

Principled: You build trust by doing what you say youll do and always acting with integrity.

Results-focused: You have a bias for action and enjoy making progress and delivering outcomes.

Detail-oriented: You connect the dots and pay attention to what really matters.

Collaborative: You thrive in team environments and enjoy working cross-functionally.

Cool under pressure: You stay focused and calm even when things get busy

Essential:

• 13 years experience in Customer Success Account Management or a related customer-facing role.
• Strong aptitude for working with technical software products.
• Excellent communication and client management skills.
• Experience supporting customer retention and adoption.
• Ability to work independently while staying connected to the broader team.
• Suitable Employment Check (Background Work Eligibility).

Desirable:

• Exposure to the legal industry or working with professional services customers.
• Accounting or trust accounting knowledge.
• Familiarity with tools such as Microsoft Teams Planhat Freshdesk Zoom or Azure.
• Confidence navigating technical conversations with customers and internal teams.

We offer a fantastic and inspirational working environment!

Hybrid Work Flexibility: Enjoy a blend of in-office and remote work to suit your lifestyle.

Modern Offices: Work in a central location with great coffee and even better company.

Inclusive Supportive Culture: Work with a genuinely friendly team that values collaboration and authenticity.

Relaxed Dress Code: Be yourself and dress comfortably while respecting the nature of our workplace and your teammates.

Birthday Leave: Celebrate your big day with a day off just for you.

Unlimited Leave: Take the time you need to recharge without the stress of counting days. We trust our team to balance flexibility with responsibility. This flexible leave benefit sits in addition to your entitlements under the NES.

Regular Team Events: From lunches to trivia competitions we like to keep things social.

Professional Development: Access to training mentoring and internal growth opportunities.

Required Experience:

Manager