Customer Success Manager (CSM)

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Customer Success Manager (CSM)

Department: Sales

Employment Type: Permanent - Full Time

Location: London (UK)

Reporting To: Richard Bowker

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 ensure our customers gain maximum value from our solutions. Acting as a trusted partner, you will understand customer goals, drive adoption, and help them achieve measurable outcomes with our products.

This role is part of the post-sales team and reports directly to Team Lead, Customer Success Manager 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

• 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.
• 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.

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.

https://www.nuix.com/

As we expand our global team and extend our skills and expertise, we are unified as one Nuix team guided by our shared values.

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. In doing so, we co-create a dynamic and purposeful company culture that we can be proud of and want to belong to.