Customer Success Manager

Responsibilities

• ● We're 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 one's 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. You'll 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 you'll 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 customer's 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: