Description
We're on a mission to be a Force For Valuable, 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 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. 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.
We're selective about who comes on board, and you should be too. But if the above sounds like a match, get in touch today and get ready for the possibility of starting a once-in-a-career journey.
The Role
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 optimise their experience with our products. You’ll work closely with cross-functional teams, including Account Directors, Project Managers, Solution Consultants, and Product Managers/Engineers, to deliver exceptional service and results.
This position will be based in our Canberra 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 Canberra office for the remaining days of the week
Key Responsibilities
- Act as the primary point of contact for customers during technical deployments, ensuring smooth implementation and successful outcomes.
- Partner with Account Directors (AD) and Solution Consultants (SC) to develop and execute account strategies aligned with customer objectives.
- Gain a deep understanding of each customer’s business goals, systems, and workflows as they relate to Nuix solutions.
- Champion the success of customers by optimising the performance and impact of their Nuix projects.
- Advise customers on best practices for adopting Nuix solutions to enhance their experience and maximise value.
- Coordinate and leverage global resources to support customers in achieving their desired outcomes.
- Promote continuous customer engagement with Nuix through training programs and skill development.
- Be across support and engineering related requests to provide confidence to the customer and help liaise with internal teams
- Oversee and monitor the use of professional services hours, ensuring efficient allocation and delivery of services.
- Foster regular, proactive communication with customers through:
Monthly and Quarterly Business Reviews (QBRs)
Technical cadence and check-in meetings
Project-specific discussions and updates
Product roadmap reviews and coordination
Skills, Knowledge and Expertise
- Proven experience as a Customer Success Manager or in a similar customer-facing role, ideally within corporate, advisory or law enforcement sectors.
- A focus in data privacy, forensic investigations, eDiscovery, etc. is highly desirable.
- Excellent communication and presentation skills, with the ability to engage both highly technical teams and non-technical stakeholders.
- High energy, entrepreneurial mindset with the ability to think critically and proactively solve problems.
- Exceptional written and verbal communication skills, with a strong attention to detail in all client interactions.
- Highly desirable if you have worked with Federal and State government agencies
About Nuix
See the bigger picture, faster.
We are a leading provider of investigative analytics and intelligence software, that empowers our customers to be a force for good by finding truth in the digital world. We help customers collect, process and review massive amounts of structured and unstructured data, making it searchable and actionable at scale and speed, and with forensic accuracy. Our users rely on Nuix software to assist with challenges as diverse as criminal investigations, data privacy, eDiscovery, regulatory compliance and insider threats.
Powered by AI.
Our solutions are powered by our patented data processing engine and enhanced with AI such as Natural Language Processing. Our AI capabilities super-charge our software to identify patterns and correlations that no human could find, so that our customers get to the most relevant or risky data faster, saving on time, cost, reputation damage and even lives.
Love the role, but not the right fit for you? Know someone that might be awesome for this role?
We're always looking for talented people who want to make a real impact. If you refer someone and we successfully hire them, you'll receive a $1,000 gift card.
Send referrals to recruitment@nuix.com or message us on LinkedIn. T's & C's apply.
To all recruitment agencies: Nuix does not accept agency CV's unless we have an existing agreement. Please do not forward CV's to us, or our Nuix employees directly. Nuix is not responsible for any fees related to unsolicited resumes, or where there is not an agreement in place.
📌 Customer Success Manager
🏢 Nuix
📍 Canberra