Customer Development Manager - Legal Technology / AI - East Coast

Novum Global; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Job summary

Novum Global is expanding its ANZ Sales team with a Customer Development Manager. This role supports existing law firm clients across Australia and New Zealand, driving cross-sell, upsell, and solution expansion while delivering maximum value from our platform.

You will collaborate with Customer Success, Product, Marketing and Partnerships to align client needs with our AI-driven Legal Tech SaaS. A strong advisor mindset and stakeholder management are essential.

Qualifications

• 3+ years in customer success or account management within legal technology.
• Experience driving cross-sell or upsell in SaaS environments.
• Ability to build strategic relationships with senior stakeholders.

Responsibilities

• Develop strong relationships with existing customers across ANZ.
• Identify opportunities to expand platform usage and drive revenue growth.
• Manage a portfolio of law-firm customers across Australia & NZ.
• Lead cross-sell, upsell, and solution expansion initiatives.
• Develop strategic account plans to support growth and retention.
• Build trusted relationships with key decision-makers and advise on opportunities.

Skills

Customer Success

Account Management

Cross-Sell

Stakeholder Engagement

Sales Pipeline

Tools

Salesforce

Job description

This client are a global, fast-growing Legal Technology /AI SaaS company with a customer centric, progressive approach.

We're looking for a Customer Development Manager to join the ANZ Sales team - this role can be based Sydney or Melbourne fully remotely or if Brisbane based, hybrid from great offices. You will manage a portfolio of existing law clients' through cross-sell, upsell and solution expansion.

Working closely with Customer Success, Product, Marketing and Partnerships, you'll become a trusted advisor to your customers, helping them by understanding their business, identifying future needs and recommending solutions that help them grow.

About the Role

• You'll be responsible for developing strong relationships with existing customers across Australia and New Zealand while identifying opportunities to expand their use of the platform.

• You'll work collaboratively across the business to ensure customers achieve maximum value from our solutions while contributing to revenue growth, customer retention and long-term business success.

• Manage a portfolio of existing law firm customers across Australia and New Zealand.

• Identify cross-sell, upsell and solution expansion opportunities that deliver value to customers.

• Develop strategic account plans that support customer growth and retention.

• Build trusted relationships with key decision-makers and become their strategic advisor.

• Conduct customer business reviews and lead commercial conversations around future opportunities.

• Partner with Customer Success, Marketing, Product and Partnerships to deliver a seamless customer experience.

• Maintain an accurate sales pipeline, forecasts and customer activity within Salesforce.

• Capture customer feedback and provide valuable insights to Product and Marketing teams.

• Build relationships with strategic partners to support mutual customer growth.

• Achieve quarterly revenue targets while maintaining high levels of customer satisfaction.

About You

• Three + years in customer success or account management role within legal technology, familiar with practice management and accounting solutions.

• You build trusted relationships that create long-term partnerships and commercial success.

• You identify opportunities to expand customer value and confidently navigate commercial conversations.

• You take time to understand your customers' businesses and tailor solutions that genuinely meet their needs.

• You enjoy working across Sales, Customer Success, Marketing, Product and Partnerships to deliver the best customer outcomes.

• You communicate confidently with executives, simplify complex ideas and build credibility through honesty and follow-through.