Customer Success Manager

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:

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

• Sharp communication and presentation skills

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

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

• Genuine customer orientation paired with solid business acumen

• A problem-solver's brain

✔️ What you'll need:

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

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

• Legal industry experience is a strong plus, but not essential