Customer Success Manager

Smokeball Australia; Sydney; On-site; AUD 85,000 - 120,000; Full time

Benefits offered by this job

Competitive salary + bonus + super

Wellbeing allowance

Reboot days

Birthday leave

Office lunches

Snacks

SWAG

Job summary

Smokeball Australia is seeking a Client Success Manager to nurture a portfolio of client accounts, build trusted relationships, and drive adoption of Smokeball's platform in a fast-growing legal tech environment.

You will act as the primary contact for clients, ensuring exceptional support and maximizing retention and recurring revenue while collaborating with Sales, Product, and Client Experience teams.

Qualifications

• Bachelor's degree or equivalent experience.
• 2+ years in client success or SaaS role.
• Strong communication and interpersonal skills.
• Proficient in using CRM software and other client management tools.
• Independent and team player in a fast-paced environment.

Responsibilities

• Manage and grow a portfolio of client accounts, building strong relationships and becoming a trusted advisor to customers.
• Drive customer adoption, retention, and engagement across the Smokeball platform to maximise client success and recurring revenue.
• Identify and execute upsell and cross-sell opportunities to expand client value and support business growth.
• Conduct regular client meetings and onsite visits, ensuring high levels of satisfaction and long-term partnership.
• Collaborate with Sales, Product, and Client Experience teams to deliver exceptional customer outcomes and continuously improve the client journey.
• Leverage CRM and customer data insights to monitor performance, identify trends, resolve escalations, and contribute to Client Success strategies and initiatives.

Skills

Client Success

SaaS

CRM Proficiency

Relationship Building

Communication

Education

Bachelor's degree

Tools

CRM software

Job description

We've been awarded the #1 Best Place to Work for 2026 (Medium-Sized Companies) by Great Place to Work Australia. Smokeball is one of the fastest-growing legal tech software companies, with teams across Australia, the US, and the UK. Our software is Powering People Law, giving professionals their time back so they can focus on what matters most. We're growing, building with AI, and looking for people who want to do great work somewhere that feels great too. We're passionate about what we do, and our clients know it!

As a Client Success Manager in the Legal industry, you will play a pivotal role in ensuring our clients achieve their desired outcomes through our products and services. You will be the primary point of contact for clients, fostering strong relationships and providing exceptional support to enhance their experience. Your contributions will directly impact client satisfaction and retention, making this role essential to our business success.

Responsibilities:

• Manage and grow a portfolio of client accounts, building strong relationships and becoming a trusted advisor to customers.
• Drive customer adoption, retention, and engagement across the Smokeball platform to maximise client success and recurring revenue.
• Identify and execute upsell and cross-sell opportunities to expand client value and support business growth.
• Conduct regular client meetings and onsite visits, ensuring high levels of satisfaction and long-term partnership.
• Collaborate with Sales, Product, and Client Experience teams to deliver exceptional customer outcomes and continuously improve the client journey.
• Leverage CRM and customer data insights to monitor performance, identify trends, resolve escalations, and contribute to Client Success strategies and initiatives.

Qualifications:

• Bachelor's degree in a relevant field or equivalent experience.
• 2+ years in a client success, operations or client support role in SaaS environment
• Strong communication and interpersonal skills, with the ability to build rapport with clients.
• Proficient in using CRM software and other client management tools.
• Excellent problem-solving skills and a proactive approach to client support.
• Ability to work independently and as part of a team in a fast-paced environment.

What’s in it for you?

• Competitive Salary + bonus + super
• Wellbeing allowance
• Be part of a high-growth company evolving a core SaaS platform
• Reboot days & Birthday leave
• Office lunches and loads of snacks
• And of course…the SWAG!

Smokeball is an equal opportunity employer and is committed to providing an open, welcoming environment for everyone. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

Don’t meet all the criteria? No worries! If our values resonate with your personal values and you think you have what it takes, we’d love to hear from you!

Please note: This role is only open to Australian residents. Unfortunately, we are not able to offer sponsorship currently.

• Please note: We are not working with agencies for this role and do not accept unsolicited resumes.