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Customer Success Manager

Customer Success Manager

AderantAuckland, Auckland, New Zealand
10 days ago
Job description

Join to apply for the Customer Success Manager role at Aderant .

Aderant is a global industry‑leading software company providing comprehensive business management solutions for law firms and other professional services organizations.

Location : Auckland, Auckland, New Zealand.

Role Description

We are looking for a Customer Success Manager who will partner with and ensure the long-term success of our customers. You will be responsible for developing long‑term relationships with your portfolio of assigned clients and liaising between clients and cross‑functional internal teams to drive the adoption, retention, and successful delivery of our solutions according to client needs.

Responsibilities

  • Manage relationships with assigned clients with a focus on retention, satisfaction, and outcome achievement.
  • Translate strategic & operational business objectives into clear, achievable outcomes and lead the client on the path to success.
  • Lead structured recovery for accounts where outcomes are at risk.
  • Facilitate stakeholder alignment around recovery objectives, action plans, and timelines; present plans at escalation meetings.
  • Drive cross‑functional coordination with Product, Support, CloudOps, and Professional Services to address blockers and ensure aligned execution.
  • Maintain clarity and communication with clients : keep them informed on progress, scope, and timing changes; represent the client’s voice internally.
  • Participate in regular business reviews and updates with clients to ensure trust and foster long‑term partnerships.
  • Document root causes, track impact, and ensure closure of issues while capturing lessons learned for future prevention.
  • Advocate for customer needs / issues cross‑departmentally while also contributing to internal best practices, playbooks, and systemic fixes.
  • Achieve (or exceed) agreed targets for relevant KPIs, including renewals protected, expansion enabled, and recovered accounts.
  • Ensure accurate and timely recording of all activity in Salesforce.

Qualifications

  • Impeccable written, verbal communication, and presentation skills; confidence in client‑facing conversations with technical and business audiences.
  • Strong project management discipline; detail oriented and analytical.
  • Strong consultative questioning ability and skill in articulating value to diverse client stakeholders.
  • High emotional intelligence and resilience when facing client frustration; strong listening and expectation‑setting skills.
  • Skilled at coordinating action across multiple departments and facilitating stakeholder alignment.
  • Thrives in a multi‑tasking environment and can adjust priorities on‑the‑fly.
  • 3–4+ years of relevant experience; Finance, Accounting, HRIS, or Law Firm familiarity preferred.
  • Software / SaaS delivery experience preferred.
  • You’re driven : no one needs to push you to excel; it’s just who you are.
  • Eager to learn, adapt, and perfect your work; you seek out help and put it to good use.
  • Some travel may be expected.

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