Customer Success Manager

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.

As our Customer Success Manager, you will play a critical role in driving our growth and helping our clients achieve long-term success with Plexus. Your primary responsibility will be to increase Net Revenue Retention across a portfolio of customers to 115%+. You’ll work with diverse clients to understand their individual needs, define the value Plexus delivers, and guide them toward achieving impactful business outcomes with our solutions. Building deep, meaningful relationships with key stakeholders is essential to this role. By fostering strong partnerships, you’ll create win-win scenarios that ensure clients maximize the value of our platform. As a trusted advisor, you will help clients implement automation strategies that empower them to focus on what matters most.

The role is open to either Melbourne or Sydney.

Responsibilities

• Own the customer relationship, ensuring clients achieve their desired outcomes on our platform.
• Manage and present executive business reviews to demonstrate value, progress, and areas for growth.
• Lead renewal and expansion discussions, negotiating terms that benefit both Plexus and the client.
• Collaborate with cross-functional teams to ensure alignment on customer goals and provide a unified approach to customer success.
• Act as a strategic advisor, guiding clients in building long-term automation strategies that drive productivity and impact.

Desired Outcomes

• Achieve renewal rates of 98% and an expansion rate of 10%+
• Effectively manage escalations to resolution
• Oversee an Annual Recurring Revenue (ARR) of $3M+ in a tech B2B platform environment

Your Background

• Your will have experience in Customer Success in managing a portfolio of clients, ideally within a tech B2B environment.
• You will have a background in account planning, executive presentation, opportunity discovery, best practices, and issue diagnosis.
• Strong commercial acumen with a keen ability to spot, define, and qualify growth opportunities.
• Confidence in engaging with high-level stakeholders and C-Level Executives
• Exceptional grit and resilience, with the ability to adapt to changing priorities quickly.

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.