Customer Onboarding Specialist

We are Plexus, a fast-growing global legal tech business in an industry that is still at the early stages, and we’re on a mission to transform the value of legal services. Our innovative products are already loved by over 200 of the world’s leading brands including L’Oréal, Woolies, Coca-Cola, Lion and Nike. As we continue to grow our position in legal tech, we have big plans for our products' future, incorporating AI to drive further growth and innovation.

Plexus people are relentlessly curious and dedicated to challenging the status quo. We are client obsessed, we believe in being the best version of ourselves, we start with a growth mindset and positive intent. We set the bar high, are outcome-focused and avoid anything that gets in the way of achieving great results. We embrace change, as there are no maps for our journey ahead. This is an exciting opportunity for those who thrive in a dynamic and evolving environment.

The ideal candidate will have a strong background in customer onboarding and project management within the B2B SaaS landscape. This role combines implementation management with consulting and service scoping responsibilities, ensuring Plexus’ new clients receive tailored solutions that meet their unique business needs.

The role

• Lead the end-to-end implementation of our solution in accordance with pre-defined processes for accounts within book of business
• Work closely with clients to understand their business requirements and translate them into detailed project plans and deliverables.
• Develop and maintain strong relationships with clients, acting as their primary point of contact throughout the implementation process.
• Guide clients through internal change management processes, leveraging best practices and supporting documentation.
• Scope custom application requirements and collaborate with Consulting and Services team to develop custom app drafts for customer review and sign off
• Provide detailed hand over and instructions for Consulting and Services build team
• Work with the Consulting and Services team to manage custom application delivery, onboarding and adoption.
• Conduct onboarding meetings, and training sessions for new customers in a one to many format.
• Monitor solution adoption and engagement within your book of business, providing additional product adoption support through re-adoption programs and specialised training as needed.
• Collaborate with internal stakeholders to identify and implement process improvements within the implementation and adoption framework

Your background

• 1 - 2 years experience in Customer Success, Onboarding or Project Management role
• Evidenced ability to manage multiple, complex projects simultaneously.
• Comfortable working flexible hours 1-2 days per week in order to support onboarding customers in the United States.
• Experience with project management tools (e.g. Asana), documentation and management systems (e.g. Confluence), analytics tools (e.g. Power BI) preferred
• Experience with design and prototyping tools (e.g. Figma) and product analytics and user feedback tools (e.g. Pendo) highly regarded
• Strong understanding of system analysis and software implementation processes.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• Ability to translate complex technical concepts into easy-to-understand language for clients.
• Comfortable working autonomously while actively contributing to team goals and objectives.

Why Plexus? Take ownership: Manage processes and influence our growth goals. Work at pace: We’re a growth start-up so we can build and iterate quickly. Create difference: Identify and implement positive change. Key role, massive impact: Be a key advocate and champion for us in the market. Grow with us: Own your career path and influence Plexus' future. Mentorship matters: Learn from a supportive and experienced manager. Hybrid Work Model: Three days in, two from wherever! Career development: Many of our team members have been promoted from within

Ready to make a real impact? We are! Apply now and let's rewrite the future of legal tech together.

Plexus is an equal opportunity employer. We welcome and encourage applications from all backgrounds, communities and industries, and are committed to having a diverse team who, together, will kick huge, exciting and impactful goals.