Customer Success Manager

4 weeks ago

Sydney, New South Wales, Australia Reveal Full time

Job Overview

The Customer Success Manager at Reveal is responsible for ensuring customers derive maximum value from our software platform. This role involves building strong relationships, understanding customer objectives and challenges, identifying and mitigating customer risk, and driving product adoption and upsell opportunities.

Key Responsibilities

  • Work closely with clients to ensure seamless onboarding onto the Reveal platform.
  • Proactively manage multiple accounts, prioritizing tasks and meeting deadlines.
  • Communicate effectively with all levels of a customer's management team, fostering trust and collaboration.
  • Monitor customer health to identify and mitigate renewal risk, ensuring long-term relationships.
  • Manage and resolve customer escalations efficiently, ensuring timely resolution and customer satisfaction.
  • Develop and implement strategies to drive additional product usage, identifying upsell opportunities and increasing revenue.
  • Track and report usage metrics and KPIs, providing actionable insights to inform business decisions.
  • Conduct Executive Business Reviews with customers, discussing strategic relationships and growth opportunities.
  • Collaborate with internal teams to address customer challenges, ensuring timely and effective resolution.
  • Establish and provide eDiscovery strategies and best practices using the Reveal platform, enhancing customer expertise.
  • Build and maintain strong customer relationships, advocating for customer needs and ensuring product alignment.
  • Provide feature walkthroughs for the latest product releases, ensuring customers stay up-to-date with platform advancements.

    Requirements

    • Driven, collaborative individual with excellent organization and time management skills.
    • Ability to quickly learn and understand technology, with a problem-solving mindset and attention to detail.
    • Excellent written and oral communication skills, with the ability to manage expectations and build trust with customers.
    • Bachelor's degree in technology (computer science, IT, or legal field) and 5+ years' experience in account management or consulting within eDiscovery, data forensics, or legal industry.
    • Reveal, Brainspace, ACEDS, or other eDiscovery certification(s), with a proven track record in Sales, Customer Success, or Support in Legal and/or eDiscovery technology.
    • Project Management experience and/or PMP certification preferred, with prior experience in collaborating with and building strong relationships with clients.

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