Customer Success Manager (CSM)

Description

Key Responsibilities

• Customer Engagement: Act as the primary point of contact post-sale, ensuring smooth implementation and strong outcomes.
• Account Growth: Identify opportunities for account expansion and partner with Sales to support growth.
• Account Strategy: Collaborate with Sales and Solution Consultants to align Nuix strategies with customer objectives.
• Service Delivery Coordination: Coordinate delivery of professional services, ensuring projects remain on track and customers see timely outcomes.
• Customer Advocacy: Represent the customer voice internally, working across services, support, and product teams.
• Best Practice Guidance: Advise customers on effective adoption of Nuix solutions to maximise value.
• Resource Coordination: Leverage global Nuix resources to support customer success.
• Enablement: Support customer skill development through training and ongoing engagement.
• Proactive Communication: Maintain regular contact to strengthen relationships and ensure satisfaction.
• Performance Monitoring: Track and manage professional services utilisation to ensure effective delivery.
• Adaptability: Operate effectively in a dynamic environment where processes may not be fully defined, taking ownership to create clarity and drive success

Skills, Knowledge and Expertise

• Relevant experience in customer success, consulting, or client-facing roles in the technology sector.
• Fluency In German and English is preferred.
• eDiscovery/Digital Forensics, including experience with industry standards for Processing, Analysing, and Reviewing data is preferred.
• Strong organisational and coordination skills, able to manage multiple engagements at once.
• Excellent communication skills, able to engage confidently with both technical and non-technical stakeholders.
• Proactive problem-solver with critical thinking skills and the ability to take ownership.
• Comfort with ambiguity and a self-starter mentality, able to build processes and drive outcomes even when structures are evolving.
• Background in forensic, law enforcement, eDiscovery, or investigation industries is a plus, but not required.