Customer Success Manager

At Actionstep, our Customer Team sits at the heart of everything we do. We build trusted relationships with our customers, help them unlock the full value of our platform, and ensure they feel supported at every stage of their journey.

We’re now looking for a Customer Success Manager (CSM) to join our growing team. This is a fantastic opportunity for someone early in their Customer Success career who is curious, customer-obsessed, and excited about working in a SaaS environment where relationships and outcomes truly matter.

About the Role:

As a Customer Success Manager, you’ll act as a strategic and supportive partner to your assigned customers. You’ll help them adopt Actionstep successfully, strengthen long-term relationships, and ensure they continue to see real value from our products.

Working closely with Senior Customer Success Managers and cross-functional teams, you’ll manage the day-to-day success of your accounts — from onboarding and engagement through to renewals, retention, and growth. You’ll be proactive, empathetic, and solutions-focused, with a genuine desire to help customers thrive.

About Actionstep: 

Actionstep is a global pioneer in cloud-based Legal Practice Management software. Our platform helps thousands of law firms run more efficient, connected, and successful practices — from anywhere in the world.

We're a fast-growing SaaS company with a dynamic team spread across Australia, New Zealand, the UK, the US, and Canada.  With innovation at our core and customers at the heart of what we do, we're proud to be driving change in the legal tech space — and having fun while we do it.

What You’ll Be Doing:

As a Customer Success Manager, you will:

Build and nurture strong customer relationships         
Act as a trusted partner to your customers through regular, proactive communication, ensuring issues are resolved efficiently and customers feel supported throughout their lifecycle.

Drive product adoption and customer value                     
Educate customers on Actionstep’s capabilities, guiding them to fully adopt the platform and achieve meaningful outcomes from their investment.

Own the success of your customer portfolio                     
Proactively manage assigned accounts, identifying risks early, addressing concerns, and taking accountability for retention, renewals, and overall customer satisfaction.

Advocate for customers internally
Capture customer feedback and insights, working closely with Product, Sales, Support, Enablement, and Billing teams to improve the customer experience.

Support renewals and growth opportunities                    
Assist with renewals, upgrades, and cross-sell opportunities, partnering with Sales to support long-term customer commitments and growth.

Continuously improve how we support customers    
Share best practices, contribute to process improvements, and collaborate with the wider Customer Success team to strengthen capability, culture, and consistency

Who You Are:

Compassionate: You listen carefully, empathise easily, and manage expectations with care and professionalism.

Curious: You dig deep to understand problems and won’t stop until you find the right solution.

Principled: You build trust by doing what you say you’ll do and always acting with integrity.

Results-focused: You have a bias for action and enjoy making progress and delivering outcomes.

Detail-oriented: You connect the dots and pay attention to what really matters.

Collaborative: You thrive in team environments and enjoy working cross-functionally.

Cool under pressure: You stay focused and calm, even when things get busy