Job Description

We're Hiring: Customer Success Manager (SMB/Mid-Market) - 100% Remote or Hybrid (Sydney)

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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.

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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.

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Why this role is worth your time:

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Genuine ownership - run your own book of business in a one-to-many model

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Real influence - shape product adoption, retention strategy, and customer outcomes, not just ticket resolution

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Cross-functional exposure - work directly with product, support, and executive teams

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Revenue impact - a clear path to grow ARR through cross-sell, upsell, and advocacy

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Remote-first - work from wherever you do your best work

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Backed by a platform legal teams and law firms already trust

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What you'll be doing:

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Building strategic relationships with a portfolio of small/mid-market accounts

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Driving product adoption and understanding what "success" looks like for each customer

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Becoming a trusted advisor customers rely on - not just a point of contact

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Partnering across product, support, and leadership to solve customer problems fast

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Creating content and resources that help customers get more value, faster

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Building actionable business plans tied to each customer's real goals

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Owning retention - knowing exactly what drives it and what threatens it

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Growing ARR through cross-sell, upsell, and turning happy customers into advocates

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Spotting and fixing friction points in the customer experience before they become churn risks

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What you bring:

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A natural relationship-builder who customers trust and enjoy working with

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Sharp communication and presentation skills

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Strong organisational instincts - you don't let things fall through the cracks

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A collaborative mindset - you get things done through people, not around them

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Genuine customer orientation paired with solid business acumen

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A problem-solver's brain

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️ What you'll need:

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Bachelor's degree in a business discipline (or equivalent experience)

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4+ years in software/tech - account management, customer success, consulting, training, or project management

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Legal industry experience is a solid plus, but not essential

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📌 Customer Success Manager (Adelaide)
🏢 Novum Global
📍 Adelaide