Lead Customer Success Manager acting as a strategic partner for financial institutions in Australia. Driving engagement strategies to unlock value from data and tools across client organizations.
About the role
- Onboarding Customer Success Manager supporting legal industry clients to drive retention and product adoption. Collaborating with sales for upselling and ensuring client satisfaction through successful onboarding.
Responsibilities
- Serve as the primary point of contact for a portfolio of legal industry clients
- Develop strategic relationships
- Act as a consultative advisor
- Use Gainsight daily to monitor health scores, automate workflows, log activities, and manage proactive engagement and risk alerts for accounts with churn or low engagement risks.
- Ensure smooth product adoption tailored to legal workflows and compliance requirements.
- Manage renewals, identify upsell and cross-sell opportunities and drive account growth.
- Advocate internally for client needs
- Conduct regular business reviews (QBRs) to demonstrate ROI and adoption
- Maintain detailed records of client interactions, milestones, and sentiment using Gainsight Timeline and CTAs
- Understand and address the unique challenges, regulatory requirements, and compliance nuances of legal clients, offering tailored solutions and best practices.
Requirements
- Bachelor’s degree in Business discipline or equivalent years’ experience
- 4+ years in software technology in account management, marketing, customer success, training/consulting services, or project management with a SaaS company.
- Legal industry experience preferred
- Gainsight and Salesforce
Benefits
- 90% healthcare premiums company covered
- HSA company contribution
- 401K match at 4% with immediate vesting
- Flexible PTO (typically 3 to 4 weeks a year)
- 10 paid holidays
- Monthly contributions for wellness
- Access to LinkedIn Learning with monthly dedicated time to explore
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