Customer Success Manager


Full time

Melbourne VIC, Australia

Apr 12

Josef is used by lawyers and legal professionals to transform the way they deliver their services. This is no mean feat! You’ll be at the front line of this effort, helping our customers to make legal services more accessible.

This is a challenging, exciting and potentially transformative role. As Customer Success Manager, you will work closely with our COO to drive the creation, management and implementation of Josef’s customer success strategy. This is a cross-functional role that includes contributing to, overseeing and executing:

  • customer success
  • customer experience
  • customer support
  • account management
  • education and training programs
  • data and analytics
  • customer communications
  • product communications
  • product management
  • user testing

This list is non-exhaustive. Our aim is to hire people who can grow with us. We want you to be able to take a leadership role in the company going forward, helping us to build out a team and forge a path towards our vision.

To be successful in this role, we want you to have excellent communication, organisation and presentation skills. You should also be comfortable working with external stakeholders. You will collaborate with various teams at Josef, including the sales, development, product and design teams.

About you

You’ll have:

  • Extensive experience in customer success and/or support
  • An understanding of product management
  • Excellent written and verbal communication skills
  • Excellent organisational and project management skills
  • Excellent attention to detail
  • An open mind and desire to bring your authentic self to work every day

Nice to have:

  • A familiarity with the law and the legal industry is desirable
  • Experience in relevant fields, including process automation, service design, customer experience design and project management, will be beneficial

What you'll do

  • Support the COO in managing customer success at Josef
  • Customer experience design
  • Be the custodian of Josef’s customer support procedures and processes
  • Manage a team to help provide customer success and support
  • Develop and provide education and training to customers
  • Account and stakeholder management
  • Oversee customer communications
  • Input into product processes, including by running user testing sessions with customers
  • Use data and analytics to improve customer success

What to expect

  • A supportive and inclusive environment
  • As a start-up, a workplace that is challenging, dynamic, creative and independent
  • The ability to help us determine the future direction of the company
  • Regular check-ins with the executive team to discuss your progress
  • Quarterly reviews to ensure that both you and us are meeting mutually set goals

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Legal teams use automation to save time, scale their services and delight staff and clients. The best legal teams use Josef to do this faster and more easily than ever.

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