Customer Success Associate (Adoption)

Job Description

We are Plexus, a fast-growing global legal tech business in an industry that is still at the early stages, and we’re on a mission to transform the value of legal services. Our innovative products are already loved by over 200 of the world’s leading brands including L’Oréal, Woolies, Coca-Cola, Lion and Nike. As we continue to grow our position in legal tech, we have big plans for our products' future, incorporating AI to drive further growth and innovation. Plexus people are relentlessly curious and dedicated to challenging the status quo. We are client obsessed, we believe in being the best version of ourselves, we start with a growth mindset and positive intent. We set the bar high, are outcome-focused and avoid anything that gets in the way of achieving great results. We embrace change, as there are no maps for our journey ahead. This is an exciting opportunity for those who thrive in a dynamic and evolving environment. As a Customer Success Associate, you will help drive adoption and expansion of Plexus products. In this newly created role, you’ll play a key part in ensuring customers gain maximum value from our platform—identifying opportunities, driving engagement, and fostering long-term relationships. Success in this role requires a commercial mindset, a customer-centric approach, and the ability to execute adoption strategies that benefit both customers and the business. You’ll work closely with internal teams to ensure a seamless customer experience, making a tangible impact on revenue growth and customer satisfaction. If you are a Sales Development Representative looking to expand your commercial skills, step into a more strategic role, and keen to make an impact beyond just pipeline-building, this will be a great step for you! The role is open to either Sydney or Melbourne. Background Strong ability to build relationships, pitch value propositions, and close deals A deep understanding of our industry, including customer pain points and buying behaviors A passion for helping customers succeed, rather than just selling Ability to analyze adoption metrics and adjust strategies for better outcomes A performance-driven mindset with a focus on achieving revenue growth goals Experience working in fast-paced, evolving environments and handling objections effectively A proactive approach to continuously improving sales techniques and industry knowledge Accountability—you take ownership of adoption success, not just closing deals The role Drive revenue through existing products and services Expand adoption among existing customers by identifying upsell and cross-sell opportunities for products and services Prospecting and proactive outreach to determine appetite for new product adoption Ensure seamless onboarding, training, and rollout of any new adopted products Develop strategies to drive high customer engagement levels Monitor customer feedback and usage data to proactively address adoption barriers Build and maintain a healthy pipeline with a mix of new and existing customers to explore product adoption Maintain accurate sales forecasting and reporting using CRM tools Provide market insights and customer feedback to the product team to enhance product development Develop case studies and testimonials with successful customers to support future sales Success Metrics Customer revenue growth achievement Customer adoption rate within the first 90 days Expansion revenue from existing accounts Why Plexus? Take ownership: Manage processes and influence our growth goals. Work at pace: We’re a growth start-up so we can build and iterate quickly. Create difference: Identify and implement positive change. Key role, massive impact: Be a key advocate and champion for us in the market. Grow with us: Own your career path and influence Plexus' future. Mentorship matters: Learn from a supportive and experienced manager. Hybrid Work Model: Two days in, three from wherever! Career development: Many of our team members have been promoted from within. Ready to make a real impact? We are! Apply now and let's rewrite the future of legal tech together. Plexus is an equal opportunity employer. We welcome and encourage applications from all backgrounds, communities and industries, and are committed to having a diverse team who, together, will kick huge, exciting and impactful goals. #J-18808-Ljbffr