Customer Engagement Analyst focusing on customer data analysis and engagement metrics to improve experience, retention, and loyalty.
About the role
- Senior Customer Success Manager overseeing relationships with large advisory firms like Deloitte and PwC. Guide customers toward maximising their investment in Nuix technology.
Responsibilities
- Develop and execute thoughtful engagement plans for large professional services organisations operating across multiple regions.
- Build strong relationships with senior stakeholders and understand how their business units collaborate, operate, and evolve.
- Identify opportunities to expand adoption of Nuix solutions by aligning customer challenges with relevant capabilities.
- Work closely with internal teams, including Sales and Professional Services, to ensure customer objectives are clearly understood and supported.
- Establish a repeatable, structured approach to engaging customers across different business units or territories.
- Serve as the primary post-sales point of contact, ensuring customers achieve measurable outcomes throughout their lifecycle.
- Lead structured business reviews with senior stakeholders, focusing on progress, outcomes, adoption, and forward planning.
- Understand emerging customer needs and connect them to the right internal Nuix teams.
- Anticipate risks early, build data-driven success plans, and support retention through value demonstration.
- Collaborate with Professional Services, Product, Support, Engineering, and Sales to ensure coordinated delivery across regions.
- Represent customer needs internally, offering insight into patterns, challenges, and potential solution enhancements.
- Tailor communication and engagement for both technical and non-technical audiences.
- Track and present value metrics, adoption insights, service consumption, and customer outcomes.
- Support the creation and scaling of standardised frameworks for onboarding, enablement, and engagement.
- Help strengthen operational practices across global accounts through clear planning, documentation, and communication.
Requirements
- 7+ years of experience in Customer Success, Professional Services, Advisory, Legal Operations, eDiscovery, or related sectors.
- Experience working with / for large advisory firms (Deloitte, KPMG, PwC, EY) — either as a vendor, internal consultant, or service provider.
- Proven track record of managing complex accounts with multiple stakeholders.
- Strong ability to navigate and influence within matrixed or federated organisations.
- **Skills & Attributes**
- Strong executive presence and polished communication style.
- Ability to connect technical solutions to business outcomes.
- Comfortable working in ambiguity and creating clarity where needed.
- Highly collaborative across internal teams and customer departments.
- Proactive, resilient, self-starting mindset.
- **Nice to Have**
- Experience in investigations, compliance, risk, analytics, or digital forensics.
- Familiarity with Nuix or comparable unstructured-data technologies.
- Experience with AI, LLMs, automation, or data governance.
Benefits
- Benefits
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