Hybrid Legaltech Client Success Lead

Leap Legal Software; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Job summary

LexisNexis Risk Solutions | IDVerse Australia is seeking a Client Success Manager to partner with customers after implementation, driving adoption and measurable value. You will manage ongoing relationships, enable training, and collaborate across Product, Engineering and Sales to ensure renewals and growth.

You will engage with executives and end users, lead quarterly reviews, monitor health signals, and translate insights into action across a hybrid Sydney-based team.

Qualifications

• 5+ years in Customer Success/Account Management or SaaS environment.
• Experience managing portfolios and driving retention.
• Strong stakeholder management from end users to executives.
• Experience supporting renewals and revenue growth initiatives.
• Onboarding, enablement and adoption best practices.

Responsibilities

• Own customer relationships post go-live and be the primary contact for ongoing success.
• Drive adoption, enablement and value realization through training and guidance.
• Build relationships with operational, technical, commercial, and executive stakeholders.
• Conduct QBRs and EBRs to review outcomes and risks.
• Monitor customer health, address challenges, and support renewals and expansions.
• Advocate for customers with Product, Engineering, Support, Delivery, and Sales teams.
• Capture feedback and market insights to inform product development.

Skills

Customer Success

Account Management

SaaS

Stakeholder Management

Renewals & Growth

Job description

Client Success Manager - IDVerse

LexisNexis Risk Solutions | IDVerse Australia | Hybrid in St Leonards (North Sydney)

At IDVerse, part of LexisNexis Risk Solutions, we’re helping organisations build trust online through AI-powered identity verification and fraud prevention technology.

We're looking for a Client Success Manager to partner with customers after implementation, helping them realise measurable value from their investment while driving adoption, retention, and long-term growth. You'll become a trusted advisor, working closely with customers and internal teams to ensure success, minimise risk, and create exceptional customer experiences.

This is an exciting opportunity to join a fast-growing technology business at the forefront of digital identity, fraud prevention, and AI innovation.

What you’ll be doing

• Own customer relationships following go‑live and become the primary point of contact for ongoing success
• Drive customer adoption, enablement, and value realisation through training, education, and strategic guidance
• Build strong relationships with operational, technical, commercial, and executive stakeholders
• Conduct Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs)
• Monitor customer health, identify risks early, and proactively address challenges
• Support renewals by demonstrating value, outcomes, and business impact
• Identify growth opportunities and partner with Sales on expansion initiatives
• Advocate for customers internally across Product, Engineering, Support, Delivery, and Sales teams
• Coordinate issue resolution and maintain clear customer communication during incidents
• Capture customer feedback, market insights, and success stories to help shape future product development

About you

You’ll thrive in this role if you’re commercially minded, customer‑focused, and enjoy building long‑term relationships while helping customers achieve meaningful business outcomes.

• 5+ years’ experience in Customer Success, Account Management, Client Services, or a similar SaaS environment
• Experience managing customer or account portfolios and driving retention outcomes
• Strong stakeholder management skills with the ability to engage everyone from end users through to senior executives
• Experience supporting renewals, expansion opportunities, and revenue growth initiatives
• A strong understanding of customer onboarding, enablement, and adoption best practices
• Experience delivering customer workshops, training sessions, or product demonstrations
• Strong problem‑solving and escalation management capabilities
• Excellent communication, presentation, and relationship‑building skills
• The ability to analyse customer data and translate insights into action
• A proactive and highly organised approach with strong attention to detail

Why join us?

• Join an industry leader in identity verification and fraud prevention technology
• Work with innovative AI‑powered solutions used by organisations globally
• Partner with some of Australia’s leading brands and technology teams
• Collaborate with talented Product, Engineering, Sales, and Customer Success professionals
• Be part of a high‑growth business backed by the global strength of LexisNexis Risk Solutions
• Access career development opportunities across a global organisation
• Flexible working arrangements and a collaborative, supportive culture

About LexisNexis Risk Solutions

LexisNexis Risk Solutions helps organisations make better decisions through advanced analytics, data, and technology. IDVerse is its award‑winning digital identity verification platform, helping businesses verify customers securely while reducing fraud and friction in the customer journey.

If you’re passionate about customer outcomes, technology, and building trusted client relationships, we’d love to hear from you.

Equal Opportunity Employer

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

We are committed to a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact .