Customer Success Associate (Adoption)

Description:

Plexus

Transforming Legal Value

Plexus is on a mission to transform legal value. Through advanced technology Plexus powers the world’s leading organisations, enabling legal teams to deliver more with less, and freeing lawyers to focus on higher value strategic work.

Founded in Melbourne in 2011, Plexus now has an international footprint with offices in Sydney, London and Washington DC. The business has been profiled as a case study in the disruption of the professional services industry by HBR, INSEAD, ACU, and RMIT, and their thought leadership can often be found published in the AFR, Sydney Morning Herald, ALB, Lawyers Weekly and The Age.

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 an Sales Development Representative looking to expand your commercial skills, to step into a more strategic role and keen to make impact beyond just pipeline-building, this will be a great step for you!

The role is open to either Sydney or Melbourne.

• 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

• 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

• Customer Advocacy and Feedback

  Advocate for customers by providing feedback to internal teams on how to better meet customer needs

• Adoption and Success Management

  Support customers gain value from the product / service. Including check-ins, training, addressing blockers to adoption, and providing best practice advice

• Account Retention and Expansion

  Proactively identify opportunities for expansion and limit risk of churn by collaborating with clients to deliver on actions

• Collaboration

  Works with others by being open, clear in communication and listening to achieve goals

• Service orientation

  Actively seeks and develops strategies to help key stakeholders

• Problem solving

  Identifies problems and develops logical solutions that address the problems