Customer Success Manager

Novum Global is a global specialist in the legal sector, connecting legal tech businesses, law firms, and candidates with opportunities for growth. Trusted by 130+ businesses, law firms, and thousands of candidates, Novum Global delivers exceptional consulting, talent acquisition, and tailored advisory services in sales, marketing, and HR. Focused on driving growth at personal and corporate levels, Novum Global empowers clients with the tools and expertise needed to stay ahead in the legal industry.

Role Overview

We are seeking a proactive and relationship-driven Customer Success Manager (CSM) to join our growing team. As a CSM, you will be the trusted advisor for our customers, guiding them through onboarding, adoption, and expansion of our solutions. You will ensure customers realize the full value of their investment, achieve their data governance goals, and remain long-term advocates.

Key Responsibilities

• Serve as the primary point of contact for a portfolio of enterprise customers, building strong relationships at both technical and executive levels.
• Lead onboarding and implementation processes, ensuring a smooth transition from sales to active usage.
• Drive product adoption through training, regular check-ins, and strategic planning sessions.
• Monitor customer health metrics, proactively identifying risks and opportunities for growth.
• Partner with Sales to identify and execute upsell and cross-sell opportunities.
• Act as the voice of the customer internally, providing feedback to Product, Engineering, and Marketing teams.
• Prepare and deliver quarterly business reviews (QBRs) to align on goals, showcase ROI, and plan future initiatives.
• Stay informed on industry trends, data privacy regulations, and best practices to provide valuable guidance to customers.

Skills & Experience