Customer Success Manager

Customer Success Manager | SaaS | Melbourne

A fast-scaling legal-tech SaaS business is looking for a Customer Success Manager to own the journey from contract signature through to full client adoption. Backed by enterprise clients across Fortune/ASX-level accounts, this business is redefining how legal teams operate.

You'll own everything that turns a signed deal into a client who's genuinely using the product, seeing value fast, and set up to renew and expand.

What you'll do:

• Get new clients live and seeing value fast
• Own portfolio health (spot risk in the data before it becomes a renewal problem)
• Partner with the commercial team so adoption depth opens the door for expansion
• Run onboarding sessions that leave clients more confident than when they started
• Improve the adoption playbook you inherit
• Build self-serve resources that make clients independent, not dependent on you

What we're looking for:

• Client-facing experience owning adoption, onboarding, or customer success outcomes
• Comfort reading usage data and acting on it before clients ask for help
• Background in SaaS/Software Sales
• Ability to make change feel safe to clients, not threatening
• Genuine, self-driven interest in AI

Nice to have:

• Background in B2B SaaS or professional services
• Salesforce or similar CRM experience
• Workshop or train-the-trainer delivery experience