Head of Customer

Legl; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

Legl is seeking a Senior Head of Customer for Australia, based in Sydney, to operate with autonomy and collaborate with our UK team. You will lead the customer function end-to-end, prioritising onboarding and time-to-value for every customer across the lifecycle.

You will design the operating model, recruit and coach the Australian team, and act as the voice of Australian customers inside Legl, shaping the roadmap and commercial outcomes for the market.

Qualifications

• Scale a customer function and build the operating model.
• Own the customer function end-to-end, from onboarding to retention and expansion.
• Demonstrate sales discipline in CS with MEDDIC and clean forecasting.
• Comfort with senior stakeholders and cross-functional collaboration.
• AML experience in regulated industries is a plus.
• Use AI to drive team effectiveness and coverage.

Responsibilities

• Own Australia customer function end-to-end, launching, retaining, growing and delighting customers.
• Design operating model, segmentation and playbooks; hire and coach the Australian team into high performers.
• Be the voice of Australian customers inside Legl; partner with Product, Sales and global Customer team; shape roadmap.
• Own commercial outcomes: gross and net revenue retention, expansion, and forecast justification.
• Lead as a player-coach; manage a focused book of strategic Australian accounts and mentor the team.
• Build and nurture executive relationships with Managing Partners, Finance Directors and AML leaders.

Skills

Leadership

Strategic thinking

Forecasting

Stakeholder management

MEDDIC

Commercial acumen

AI literacy

Job description

Legl is building the operating system for modern legal services.

We help law firms and regulated businesses replace manual, fragmented workflows with intelligent software from client onboarding and compliance to payments, risk, and reporting.

Legal work is high-stake - it’s regulated, complex, and deeply impactful - and our mission is to help regulated firms grow faster, run their businesses more profitably, manage risk intelligently, and deliver great client experiences

We’re backed by leading European VCs, scaling quickly, partnered with over 600 law firms including 50 of the UK’s top 200, launched in the UK and Australia - and entering our next phase of growth.

We Work Best When

• AI is the central-operating model: not a tool or a future plan - but the way we run.
• Decisions live with people: you're trusted to make calls and own them.
• Think deeply, execute quickly: speed and rigour, not speed or rigour.

What You’ll Do

This is a senior, build-from-the-ground-up role based in Sydney, operating with real autonomy as our customer leader on the ground while working closely with the global team in the UK.

Head of Customer (Australia) at Legl, you’ll:

• Own the customer function in Australia end-to-end - you're accountable for how we launch, retain, grow and delight every customer across the full lifecycle, with onboarding and time-to-value the priority.
• Build and scale the function - design the operating model, segmentation and playbooks, while hiring and coaching the Australian team into high performers.
• Be the voice of Australian customers inside Legl - partner with Product, Sales and the global Customer team, championing what your firms need and shaping the roadmap.
• Own commercial outcomes - gross and net revenue retention, expansion, and a forecast you can confidently justify.
• Lead as a player-coach - carry a focused book of our most strategic Australian accounts yourself, while coaching and leading the team.
• Build and nurture executive-level relationships in your strategic accounts - Managing Partners, Finance Directors, and the Compliance and Risk leaders now accountable for AML.

This Role Is a Great Fit If…

• You’ve scaled a customer function before - you’ve taken a CS or account management team through a phase of rapid growth and built the motion, not just maintained a finished one.
• You see yourself as an owner of the customer function, not only an owner of a book of business - the health of the whole customer base is your number.
• You’ve carried and beaten a retention, NRR or expansion number, and you know how to build that commercial discipline into a team.
• You bring sales discipline to CS - you qualify with MEDDIC (or similar), keep a clean forecast, and multi-thread every strategic account.
• You're comfortable in the room with senior stakeholders - Managing Partners, Finance Directors, Compliance and Risk leaders - holding commercial as well as product conversations.
• You understand the world of compliance - bonus points if you've got AML experience in a regulated industry such as legal, financial services or gambling.
• You treat AI as central to how you operate, using it to cover more ground and make your team more effective.

This Role Is Not a Great Fit If…

• You'd rather own only your own accounts and not lead a team - or the reverse, own no accounts and focus purely on management.
• You'd rather inherit a mature org and a finished playbook than build and scale the function as you go.
• You see customer success as reactive support and relationship-keeping rather than owning commercial outcomes for the market.
• You prefer managing a high volume of low-touch accounts to going deep on a few.