About the Role
The individual in this role will partner with clients to maximize platform value, drive product adoption, and serve as a trusted advisor throughout the customer lifecycle.
Responsibilities
- Onboard new clients and guide initial setup processes
- Monitor customer health and proactively identify risks
- Serve as primary point of contact for ongoing support needs
- Conduct regular check-ins to assess satisfaction and goals
- Collaborate with product teams to relay client feedback
- Identify expansion opportunities within existing accounts
- Create and maintain customer success plans
- Track and report on key usage and retention metrics
- Facilitate training sessions for new features
- Troubleshoot platform issues with internal technical teams
- Document client interactions and update CRM records
- Coordinate renewal timelines with sales counterparts
- Advocate for customer needs internally
- Support change management during product updates
- Maintain deep knowledge of contract automation workflows
- Respond to urgent client inquiries within service windows
- Escalate critical bugs to engineering teams
- Gather testimonials and success stories
- Host quarterly business reviews with stakeholders
- Ensure clients achieve measurable outcomes using the platform
Nice to Have
- Prior experience in legal operations or law firms
- Exposure to artificial intelligence or machine learning tools
- Certifications in customer success methodologies
- Track record of exceeding customer satisfaction KPIs
- Experience with API-based platforms
Compensation
Competitive salary with performance incentives
Work Arrangement
Remote within Australia
Team
Part of a growing customer-facing team supporting legal technology clients
Why This Role Matters
Clients rely on consistent guidance to realize the full benefits of automated contract review. This role ensures smooth adoption and long-term success.
Growth Opportunities
High performers may take on larger accounts, mentor new team members, or contribute to scaling customer success processes.
Not applicable
