Novum Global
Customer Success Manager
About this role
🚀 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 model ✅ Real influence — shape product adoption, retention strategy, and customer outcomes, not just ticket resolution ✅ Cross-functional exposure — work directly with product, support, and executive teams ✅ Revenue impact — a clear path to grow ARR through cross-sell, upsell, and advocacy ✅ Remote-first — work from wherever you do your best work ✅ Backed by a platform legal teams and law firms already trust 🎯 What you'll be doing:
- Building strategic relationships with a portfolio of small/mid-market accounts
- Driving product adoption and understanding what "success" looks like for each customer
- Becoming a trusted advisor customers rely on — not just a point of contact
- Partnering across product, support, and leadership to solve customer problems fast
- Creating content and resources that help customers get more value, faster
- Building actionable business plans tied to each customer's real goals
- Owning retention — knowing exactly what drives it and what threatens it
- Growing ARR through cross-sell, upsell, and turning happy customers into advocates
- Spotting and fixing friction points in the customer experience before they become churn risks 🙌 What you bring:
- A natural relationship-builder who customers trust and enjoy working with
- Sharp communication and presentation skills
- Strong organisational instincts — you don't let things fall through the cracks
- A collaborative mindset — you get things done through people, not around them
- Genuine customer orientation paired with solid business acumen
- A problem-solver's brain ✔️ What 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 management
- Legal industry experience is a strong plus, but not essential