Customer Success Manager (CSM)

Role Overview

As a Customer Success Manager (CSM) at Nuix, you will ensure our customers gain maximum value from our solutions. Acting as a trusted partner, you will understand customer goals, drive adoption, and help them achieve measurable outcomes with our products. This role is part of the post‑sales team and reports directly to Team Lead, Customer Success Manager EMEA.

Location

This position will be based in our Frankfurt 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 Frankfurt office for the remaining days of the week.

Key Responsibilities

• Customer Engagement: Act as the primary point of contact post‑sale, ensuring smooth implementation and strong outcomes.
• Account Growth: Identify opportunities for account expansion and partner with Sales to support growth.
• Account Strategy: Collaborate with Sales and Solution Consultants to align Nuix strategies with customer objectives.
• Service Delivery Coordination: Coordinate delivery of professional services, ensuring projects remain on track and customers see timely outcomes.
• Customer Advocacy: Represent the customer voice internally, working across services, support, and product teams.
• Best Practice Guidance: Advise customers on effective adoption of Nuix solutions to maximise value.
• Resource Coordination: Leverage global Nuix resources to support customer success.
• Enablement: Support customer skill development through training and ongoing engagement.
• Proactive Communication: Maintain regular contact to strengthen relationships and ensure satisfaction.
• Performance Monitoring: Track and manage professional services utilisation to ensure effective delivery.
• Adaptability: Operate effectively in a dynamic environment where processes may not be fully defined, taking ownership to create clarity and drive success.

Skills, Knowledge And Expertise

• Relevant experience in customer success, consulting, or client‑facing roles in the technology sector.
• Fluency in German and English is preferred.
• eDiscovery/Digital Forensics, including experience with industry standards for processing, analysing, and reviewing data is preferred.
• Strong organisational and coordination skills, able to manage multiple engagements at once.
• Excellent communication skills, able to engage confidently with both technical and non‑technical stakeholders.
• Proactive problem‑solver with critical thinking skills and the ability to take ownership.
• Comfort with ambiguity and a self‑starter mentality, able to build processes and drive outcomes even when structures are evolving.
• Background in forensic, law enforcement, eDiscovery, or investigation industries is a plus, but not required.

Nuix is an equal opportunities employer.

We strive to make any required adjustments where possible to make the process fair and equitable for everyone. If you need any accommodations throughout the interview process, please note this in your job application.