Customer Success Manager (CSM)

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Customer Success Manager (CSM)

Department: Sales

Employment Type: Permanent - Full Time

Location: London (UK)

Description

We're on a mission to be a Force For Good, through our People, Products and Purpose at Nuix. Nuix is one of the greatest comeback Technology success stories in Australia, and we're making massive waves each day. Nuix is, and will be, a pioneer in the Australian Technology space, and we're carrying the torch on what "good" looks like.

This extends to our People. We're fiercely passionate, love working at pace, thrive in ambiguity, live, and breathe outside of the box, and above all are good humans. Our impact extends outside of our 9-5, and our place in society isn't always defined by corporate metrics. We're determined to make a positive difference in the world, whether through our solutions which help the top companies, governments and agencies find the truth and combat illegal activities, or through our people who care about contributing and giving back both within, and outside, of Nuix. We are a Force For Good.

Nuix creates innovative software that empowers organizations to simply and quickly find the truth from any data in a digital world. We are a passionate and talented team, delighting our customers with software that transforms data into actionable intelligence across the globe.

What you will be doing:
As a Customer Success Manager (CSM) at Nuix, you will play a crucial role in ensuring our customers achieve maximum value from our solutions. You will serve as a trusted advisor, collaborating with customers to understand their goals, drive adoption, and optimize their experience with our products. This role is part of the post-sales team and reports directly to the Director, Professional Services EMEA.

Location:

This position will be based in our London office. The candidate is required to attend the office a minimum of 3 days per week but may voluntarily elect to work either remotely or from the London office for the remaining days of the week.

Key Responsibilities

1. Customer Engagement: Act as the primary point of contact for customers post-sale, ensuring smooth implementation and successful outcomes.
2. Account Expansion Plans: Actively create and drive account expansion plans to achieve growth targets.
3. Account Strategy: Partner with Sales and Solution Consultants to develop and execute account strategies aligned with customer objectives.
4. Upsell and Expansion: Facilitate upsell and expansion within the existing client base, identifying opportunities to grow accounts.
5. Project Management: Oversee project management activities, ensuring timely delivery and efficient use of resources.
6. Customer Advocacy: Serve as the link between our customers, services, support, and product teams, representing customer interests within Nuix (Voice of Customer).
7. Best Practices: Advise customers on best practices for adopting Nuix.com solutions to enhance their experience and maximize value.
8. Resource Coordination: Coordinate and leverage global resources to support customers in achieving their desired outcomes.
9. Training and Development: Promote continuous customer engagement through training programs and skill development.
10. Communication: Foster regular, proactive communication with customers to build strong relationships and ensure satisfaction.
11. Performance Monitoring: Oversee and monitor the use of professional services hours, ensuring efficient allocation and delivery of services.

Skills, Knowledge and Expertise

1. Bachelor's degree in Information Technology, Business, or a related field is preferred.
2. Proven experience as a Customer Success Manager or in a similar customer-facing role, ideally within the tech industry.
3. Strong project management skills with the ability to manage multiple projects simultaneously.
4. Excellent communication and presentation skills, with the ability to engage both highly technical teams and non-technical stakeholders.
5. High energy, entrepreneurial mindset with the ability to think critically and proactively solve problems.
6. Exceptional written and verbal communication skills, with a strong attention to detail in all client interactions.
7. Background in one or many of the forensic, law-enforcement, eDiscovery, and investigation industries is a strong benefit but not required.

Why Join Us:

We strive to make any required adjustments where possible to make the process fair and equitable for everyone. Nuix.com is an equal opportunities employer. Don't let imposter syndrome hold you back! We welcome all applications and are a flexible employer.

About Us:

Nuix.com is on an incredible journey of transformation, aligning our strengths with our ambitions to pursue greater opportunities. To find out more about who we are and what we are doing, please visit our web page.

Nuix Vision

Finding Truth in a Digital World.

Nuix Mission Statement

Nuix creates innovative software that empowers organizations to simply and quickly find the truth from any data in a digital world. We are a passionate and talented team, delighting our customers with software that transforms data into actionable intelligence.

Nuix Values
• TAKE OWNERSHIP
• RESILIENT
• UNAFRAID
• TEAM NUIX
• HERO OUR CUSTOMERS

We believe in these principles and seek to weave them into the fabric of our daily work at Nuix.