Senior Customer Success Manager, Advisory

Nuix; Greater London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading technology firm in London seeks a Senior Customer Success Manager to enhance relationships with top advisory organisations. The role involves developing engagement strategies, ensuring customer satisfaction, and collaborating across teams for successful delivery. Candidates should possess at least 7 years in Customer Success or related fields, with experience in complex environments. A proactive approach and excellent communication skills are essential. Join a passionate team at an innovative company striving to make a positive impact.

Qualifications

• 7+ years of experience in Customer Success, Professional Services, or related sectors.
• Experience with large advisory firms like Deloitte, KPMG, PwC, EY.
• Proven track record of managing complex accounts with multiple stakeholders.

Responsibilities

• Develop and execute engagement plans for professional services organisations.
• Serve as primary post-sales contact, ensuring customers achieve measurable outcomes.
• Collaborate with internal teams to align customer objectives.

Skills

Experience in Customer Success

Ability to build executive relationships

Navigating matrixed organisations

Strong communication skills

Job description

Senior Customer Success Manager (Advisory)

Department: Sales

Employment Type: Permanent - Full Time

Location: London (UK)

Reporting To: Richard Bowker

Description

We’re on a mission to be a Force For Good, 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. Nuix is, and will be, a pioneer in the Australian Technology space, 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. Our impact extends outside of our 9-5, and our place in society isn’t always defined by corporate metrics. 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.

Nuix creates innovative software that empowers organizations to simply and quickly find the truth from any data in a digital world. We are a passionate and talented team, delighting our customers with software that transforms data into actionable intelligence across the globe.

What you will be doing:

We are seeking a Senior Customer Success Manager to support and grow relationships across large, complex advisory organisations - particularly the Big Four (Deloitte, KPMG, PwC, EY). These firms operate as global networks of independently run member firms, each with its own leadership, priorities, and technology landscape.

In this role, you will work closely with senior stakeholders across multiple regions to ensure consistent value delivery, deepen engagement, and help each member firm realise the full potential of their Nuix investment. You will guide customers through adoption, support their operational outcomes, and help establish scalable practices that can be replicated across different territories.

This position requires a strategic thinker who is comfortable navigating matrixed organisations, building executive-level relationships, and bridging both technical and business audiences to drive meaningful outcomes.

Location:

This position will be based in our London 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 London office for the remaining days of the week.

Key Responsibilities

Strategic Account Engagement & Growth

• Develop and execute thoughtful engagement plans for large professional services organisations operating across multiple regions.
• Build strong relationships with senior stakeholders and understand how their business units collaborate, operate, and evolve.
• Identify opportunities to expand adoption of Nuix solutions by aligning customer challenges with relevant capabilities.
• Work closely with internal teams, including Sales and Professional Services, to ensure customer objectives are clearly understood and supported.
• Establish a repeatable, structured approach to engaging customers across different business units or territories.

Customer Value & Lifecycle Ownership

• Serve as the primary post-sales point of contact, ensuring customers achieve measurable outcomes throughout their lifecycle.
• Lead structured business reviews with senior stakeholders, focusing on progress, outcomes, adoption, and forward planning.
• Understand emerging customer needs and connect them to the right internal Nuix teams.
• Anticipate risks early, build data-driven success plans, and support retention through value demonstration.

Cross-Functional Leadership & Influence

• Collaborate with Professional Services, Product, Support, Engineering, and Sales to ensure coordinated delivery across regions.
• Represent customer needs internally, offering insight into patterns, challenges, and potential solution enhancements.
• Tailor communication and engagement for both technical and non-technical audiences.

Operational Excellence & Governance

• Track and present value metrics, adoption insights, service consumption, and customer outcomes.
• Support the creation and scaling of standardised frameworks for onboarding, enablement, and engagement.
• Help strengthen operational practices across global accounts through clear planning, documentation, and communication.

Skills, Knowledge and Expertise

• 7+ years of experience in Customer Success, Professional Services, Advisory, Legal Operations, eDiscovery, or related sectors.
• Experience working with / for large advisory firms (Deloitte, KPMG, PwC, EY) - either as a vendor, internal consultant, or service provider.
• Proven track record of managing complex accounts with multiple stakeholders.
• Strong ability to navigate and influence within matrixed or federated organisations.

Skills & Attributes

• Strong executive presence and polished communication style.
• Ability to connect technical solutions to business outcomes.
• Comfortable working in ambiguity and creating clarity where needed.
• Highly collaborative across internal teams and customer departments.
• Proactive, resilient, self-starting mindset.

Nice to Have

• Experience in investigations, compliance, risk, analytics, or digital forensics.
• Familiarity with Nuix or comparable unstructured-data technologies.
• Experience with AI, LLMs, automation, or data governance.

Why Join Us:

We strive to make any required adjustments where possible to make the process fair and equitable for everyone. Nuix.com is an equal opportunities employer. Don’t let imposter syndrome hold you back! We welcome all applications and are a flexible employer.

About Us:

Nuix.com is on an incredible journey of transformation, aligning our strengths with our ambitions to pursue greater opportunities. To find out more about who we are and what we are doing, please visit our web page.

https://www.nuix.com/

Nuix Vision

Finding Truth in a Digital World.

Nuix Mission Statement

Nuix creates innovative software that empowers organizations to simply and quickly find the truth from any data in a digital world. We are a passionate and talented team, delighting our customers with software that transforms data into actionable intelligence.

Nuix Values

• TAKE OWNERSHIP
• RESILIENT
• UNAFRAID
• TEAM NUIX
• HERO OUR CUSTOMERS

We believe in these principles and seek to weave them into the fabric of our daily work at Nuix. In doing so we co-create a dynamic and purposeful company culture that we can be proud of and want to belong to.