Customer Success Manager

Role Overview

The Customer Success Manager (Platform) is Nuix's primary post-sale relationship owner across an assigned portfolio of enterprise accounts. From the point of contract close, this role holds accountability for adoption, value realisation, retention and expansion — coordinating with implementation and professional services teams as the engagement matures, and acting as the consistent point of continuity for the customer throughout their Nuix lifecycle.

This position will be based in our Reston office. The candidate is required to attend the office a minimum of 3 days per week but may voluntarily elect to work either remotely or from the Reston office for the remaining days of the week.

• Own the post-sale relationship for an assigned portfolio of enterprise accounts from contract close through renewal. Serve as the single point of continuity across the customer lifecycle, coordinating internal handovers from sales and professional services with precision.
• Deliver billable advisory engagements that drive measurable product adoption and customer outcomes. Maintain a 50% billability target by scoping and executing paid services that create demonstrable value against each customer's defined success criteria.
• Execute a disciplined renewal management cadence, initiating commercial conversations at least 90 days prior to contract expiry. Prepare renewal business cases grounded in realised outcomes, product usage data and forward roadmap relevance to secure and protect recurring revenue.
• Identify, qualify and progress upsell and cross-sell opportunities within the existing account portfolio. Maintain a documented pipeline of expansion opportunities in the CRM and collaborate with sales to advance opportunities to close, targeting NDR above 110%.
• Conduct structured quarterly business reviews with senior customer stakeholders, including C‑suite engagement where appropriate. Present product usage insights, value delivered to date and a forward success plan that ties Nuix capability to the customer's strategic priorities.
• Monitor customer health signals and act on early indicators of risk or disengagement before they escalat Use platform usage data, support history and engagement patterns to maintain accurate health scores and trigger proactive outreach or escalation where required.

• Five or more years of experience in customer success, account management or consulting within enterprise B2B software. Demonstrated track record of meeting or exceeding retention and expansion targets across a portfolio of complex, high‑value accounts.
• Commercial acumen with direct experience owning renewal conversations and identifying revenue expansion opportunities. Comfortable navigating procurement cycles, articulating ROI and managing objections with both operational users and executive stakeholders.
• Strong interpersonal and communication skills, with the ability to build credible relationships across technical and non‑technical audiences. Proven ability to present complex ideas clearly at C‑suite level and to translate product capability into customer-relevant business outcomes.
• Proficiency with CRM and customer success platforms for pipeline management, health scoring and renewal forecasting. Able to maintain accurate account data, activity logs and opportunity records that provide a reliable basis for portfolio reporting and forecasting.

• Experience in a role that combined customer success responsibilities with a professional services billability target. Prior exposure to time‑tracking, utilisation management and the commercial mechanics of billable advisory work in a software or consulting environment.

Nuix is on an incredible journey of transformation, aligning our strengths with our ambitions to pursue greater opportunities. As we expand our global team and extend our skills and expertise, we are unified as one Nuix team guided by our shared values.

Finding Truth in a Digital World.

Nuix creates innovative software that empowers organisations to simply and quickly find the truth from any data in a digital world. We are a passionate and talented team, delighting our customers with software that transforms data into actionable intelligence.

• Take ownership and follow up
• Resilient – we learn from the past and are optimistic about tomorrow
• Unafraid to do the right thing, quickly
• Team Nuix – first and foremost
• Hero our customers and innovate for them