Customer Adoption Manager

2 weeks ago

Melbourne, Victoria, Australia Plexus Full time $90,000 - $120,000 per year

We are Plexus, a fast-growing global legal tech business in an industry that is still at the early stages, and we're on a mission to transform the value of legal services. Our innovative products are already loved by over 200 of the world's leading brands including L'Oréal, Woolies, Coca-Cola, Lion and Nike. As we continue to grow our position in legal tech, we have big plans for our products' future, incorporating AI to drive further growth and innovation.

Plexus people are relentlessly curious and dedicated to challenging the status quo. We are client obsessed, we believe in being the best version of ourselves, we start with a growth mindset and positive intent. We set the bar high, are outcome-focused and avoid anything that gets in the way of achieving great results. We embrace change, as there are no maps for our journey ahead. This is an exciting opportunity for those who thrive in a dynamic and evolving environment.

We are seeking a Customer Adoption Manager to join our dynamic team. This role will focus on delivering exceptional implementation experiences, driving customer adoption, and ensuring the success of customised solutions for our clients. If you are a proactive, detail-oriented professional with a passion for problem-solving and process improvement we would love to hear from you

The role

  • Drive adoption and re-adoption: Deliver structured onboarding, training sessions, and re-engagement plans tailored to client needs

  • Monitor success and risks: Track key milestones, spot friction points early, and take proactive steps to support adoption

  • Facilitate cross-functional delivery: Collaborate closely with Product, Sales, and Customer Success to streamline rollout

  • Level-up internal practices: Continuously improve our playbooks, feedback loops, and internal workflows to scale impact

Your background

  • 3+ years' experience in onboarding or customer success — ideally in SaaS or enterprise tech

  • Strong project and stakeholder management skills with a natural bias for execution

  • Confident communicator and facilitator, comfortable leading change in complex organisations

  • Commercial mindset and customer-first approach

  • Bonus: Background in legal tech, GRC, or other enterprise software rollouts

What success looks like

  • 90%+ on-time project delivery rate

  • 85%+ customer adoption milestone achievement

  • 3+ meaningful process enhancements per quarter

  • 80%+ re-adoption success rate for at-risk accounts

Why Plexus?

Take ownership: Manage processes and influence our growth goals.

Work at pace: We're a growth start-up so we can build and iterate quickly.

Create difference: Identify and implement positive change.

Key role, massive impact: Be a key advocate and champion for us in the market.

Grow with us: Own your career path and influence Plexus' future.

Mentorship matters: Learn from a supportive and experienced manager.

Hybrid Work Model: Three days in, two from wherever

Career development: Many of our team members have been promoted from within

Ready to make a real impact? We are Apply now and let's rewrite the future of legal tech together.

Plexus is an equal opportunity employer. We welcome and encourage applications from all backgrounds, communities and industries, and are committed to having a diverse team who, together, will kick huge, exciting and impactful goals.

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