Senior Customer Success Manager
Melbourne, Victoria
Customer Success /
Full-time /
Hybrid
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.
At Plexus, our Customer Success team plays a pivotal role in driving growth and delivering real impact. As a Senior Customer Success Manager, you’ll be the strategic partner our customers rely on to transform their legal operations, maximize automation, and unlock long-term value.
Your primary focus will be increasing Net Revenue Retention to 115%+ across a high-value portfolio, overseeing $3M+ in Annual Recurring Revenue. You'll lead conversations that go beyond usage—rooted in outcomes, value realization, and forward-looking automation strategies.
You’re not just managing relationships—you’re building meaningful, executive-level partnerships. You’ll guide our clients through key milestones, uncover growth opportunities, and lead with commercial acumen to secure renewals, expand accounts, and solidify Plexus as a mission-critical partner.
The role is open to either Melbourne or Sydney.
What You’ll Do
- Own strategic relationships across a blended portfolio of clients, ensuring they achieve measurable outcomes with Plexus.
- Lead Executive Business Reviews (QBRs) with precision—aligning on strategic goals, surfacing value, and influencing future roadmaps.
- Drive renewals and expansion discussions confidently, navigating commercial negotiations that deliver win-win results.
- Collaborate closely with Sales, Product, and Implementation to bring a unified approach to customer success.
- Act as a trusted advisor to senior stakeholders, coaching them on automation strategies that free up their teams to focus on what matters most.
- Proactively manage escalations and challenges with maturity and urgency.
What Success Looks Like
- 98%+ renewal rate and 10%+ expansion across your portfolio.
- Trusted relationships with senior and executive stakeholders at every client.
- Clear, data-led articulation of Plexus’s ROI and strategic value.
- Escalations resolved promptly and diplomatically, with lessons learned and shared.
- Deep engagement with customers who see Plexus as a long-term partner.
What You'll Bring
- 5+ years’ experience in Customer Success or Account Management, ideally in a SaaS or tech B2B environment.
- Proven ability to manage complex portfolios and own commercial outcomes, including renewals and expansions.
- Confident in the boardroom: you can present to C-Level execs, lead strategic conversations, and influence decision-making.
- Skilled in account planning, identifying whitespace, and navigating enterprise-level relationships.
- Resilient, curious, and proactive - you thrive in a fast-moving environment and bring others along with you.
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.
