Client Success Manager

Nexl Pty Ltd•,

1d•Remote

About The Position

Nexl is seeking a Client Success Manager to join its North American client success team. This role is designed for an individual with law firm business development expertise who can provide hands-on guidance to lawyers adopting the Nexl platform. It's a senior, client-facing position for someone with law firm BD experience (as a BD Manager, Director, or Specialist) who understands how lawyers build relationships and grow their business. The successful candidate will manage onboarding, adoption, and renewals for their North American client base, and will be responsible for conducting client calls and live sessions to help lawyers not only use Nexl but also improve their BD practices through it. This is a subject-matter-expert role, not a content-design one, where the individual brings law firm BD credibility to lead sessions, while a dedicated L&D function handles broader training programs and materials. The role involves working in an AI-first environment, utilizing AI tools for workflow automation, preparing client materials, and identifying patterns within their client portfolio. Collaboration will be key, working closely with law firm BD leaders, CMOs, lawyers, and Nexl’s Support, Technical, Product, and Marketing teams. Consulting experience, especially transitioning from a senior law firm BD role to an advisory capacity, is a significant advantage. This role is ideal for someone with law firm BD experience looking to help firms adopt and grow with technology.

Requirements

Several years inside a law firm’s business development function (as a BD Manager, Director, or Specialist), with first-hand understanding of how lawyers build relationships and grow business.
Comfortable operating at a senior level with law firm stakeholders, ideally from B2B SaaS Customer Success, Account Management, or a similar advisory background.
Confident running live client calls and training sessions with lawyers, translating platform functionality and BD practice into practical, applied guidance.
Comfortable using technology to support BD and growth initiatives, and can speak credibly to lawyers about how it fits their day-to-day.
Strong commercial awareness: understands retention, expansion, and the metrics that matter.
Actively uses AI tools to elevate the quality and speed of client-facing work and portfolio management.
Demonstrates strong initiative and ownership, collaborating with others to navigate ambiguity, identify solutions, and move priorities forward.

Nice To Haves

Consulting experience, particularly a move from a senior law firm BD role into an advisory or consulting context.
Familiarity with CRM, relationship intelligence, or workflow automation platforms.
Experience working remotely across a distributed North American team.
Background in change management or digital transformation projects.

Responsibilities

Manage a portfolio of North American law firm clients, acting as their primary point of contact post-sale.
Lead structured onboarding experiences that drive early adoption and set clients up for long-term success.
Run client calls and live training sessions with lawyers, translating the Nexl platform and BD best practice into guidance they can apply immediately.
Conduct regular business reviews with key stakeholders, tracking progress, surfacing insights, and identifying growth opportunities.
Monitor product usage, health scores, and engagement signals to proactively maintain client retention rates.
Drive renewals and expansion revenue by demonstrating ongoing value and aligning Nexl’s roadmap to client priorities.
Use AI tools to automate repetitive workflows, prepare client-facing materials, and identify patterns across your book of business.
Act as the voice of the customer internally, feeding insights to Product, Marketing, and Sales.