Customer Success Manager

4 weeks ago

Melbourne, Victoria, Australia Novum Global Full time

Our client, a growing global legal tech vendor, has developed a cutting-edge adaptive work management platform that empowers large law firms to develop tailored solutions for managing their work processes. They are working with mid to large law firms to streamline processes, maximise margin, and provide improved client experiences.

You will join a a leader in legal technology and a growing, global firm with over 1,400+ employees servicing legal professionals, alongside a healthy partner ecosystem.

If you're passionate about working with a world-class legal technology and want to make a meaningful impact in a rapidly growing market, we'd love to hear from you.

About the role:

  • You will work directly with clients in mid-market and large law to onboard organise training, maximise usage and develop trusted ongoing relationships.
    • You will work closely with internal teams including sales, product, engineering partners eco system. Your goal will be to ensure everyone understands the product and is equipped to use it to its fullest potential.
      • You will be managing the full client lifecycle including onboarding and training to ongoing relationship management and cross functional feedback integration.
        • You will develop a strong understanding of client engagement and possess exceptional communication skills
          • You will collaborate cross-functionally to ensure high levels of client satisfaction and product adoption.
            • You will work closely with Product, Engineering, and Legal teams, maintaining a strong feedback loop between clients and internal stakeholders to support continuous product improvement and client satisfaction.

About you:

  • Experience rolling out technology within a law firm and keen to move to technology or have worked in customer success role with a legal tech vendor.
    • Credible with exceptional verbal and written communication skills, with the ability to make complex concepts accessible to all.
      • Able to work successfully with senior legal professionals and key decision makers
        • Able to deliver client training, demo solutions and work to ensure account planning roadmap is on track.
          • Project Management skills, highly organised, with experience managing multiple client requirements seamlessly.

What you will find here:

  • Competitive, equitable salary with top-tier health benefits and dental coverage
  • Hybrid work environment or potential to work remotely for this role
  • Flexible time off policy
  • Pension contribution
  • A recognition program with special acknowledgement at 3, 5, 7, and 10 years
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