Customer Success Manager

Customer Success Manager (SMB/Mid-Market)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 modelReal influence — shape product adoption, retention strategy, and customer outcomes, not just ticket resolutionCross-functional exposure — work directly with product, support, and executive teamsRevenue impact — a clear path to grow ARR through cross-sell, upsell, and advocacyRemote-first — work from wherever you do your best workBacked by a platform legal teams and law firms already trustWhat you'll be doing:Building strategic relationships with a portfolio of small/mid-market accountsDriving product adoption and understanding what "success" looks like for each customerBecoming a trusted advisor customers rely on — not just a point of contactPartnering across product, support, and leadership to solve customer problems fastCreating content and resources that help customers get more value, fasterBuilding actionable business plans tied to each customer's real goalsOwning retention — knowing exactly what drives it and what threatens itGrowing ARR through cross-sell, upsell, and turning happy customers into advocatesSpotting and fixing friction points in the customer experience before they become churn risksWhat you bring:A natural relationship-builder who customers trust and enjoy working withSharp communication and presentation skillsStrong organizational instincts — you don't let things fall through the cracksA collaborative mindset — you get things done through people, not around themGenuine customer orientation paired with solid business acumenA problem-solver's brainWhat 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 managementLegal industry experience is a strong plus, but not essential