Senior Customer Success Manager; Advisory Focus

Position: Senior Customer Success Manager (Advisory Focus)
Location: Greater London

Senior Customer Success Manager (Advisory Focus)

Join to apply for the Senior Customer Success Manager (Advisory Focus) role at Nuix Discover.

Nuix is one of the greatest comeback technology success stories in Australia, pioneering the Australian technology space and empowering organizations to find the truth from any data in a digital world. We thrive on purpose, people, products and innovation.

What You Will Be Doing

We are seeking a Senior Customer Success Manager to support and grow relationships across large, complex advisory organisations — particularly the Big Four (Deloitte, KPMG, PwC, EY). The role works closely with senior stakeholders across multiple regions to ensure consistent value delivery, deepen engagement, and help each member firm realise the full potential of their Nuix investment. You will guide customers through adoption, support operational outcomes, and help establish scalable practices that can be replicated across different territories.

Location

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

Key Responsibilities Strategic Account Engagement & Growth

• Develop and execute thoughtful engagement plans for large professional services organisations operating across multiple regions.
• Build strong relationships with senior stakeholders and understand how their business units collaborate, operate, and evolve.
• Identify opportunities to expand adoption of Nuix solutions by aligning customer challenges with relevant capabilities.
• Work closely with internal teams, including Sales and Professional Services, to ensure customer objectives are clearly understood and supported.
• Establish a repeatable, structured approach to engaging customers across different business units or territories.

Customer Value & Lifecycle Ownership

• Serve as the primary post‑sales point of contact, ensuring customers achieve measurable outcomes throughout their lifecycle.
• Lead structured business reviews with senior stakeholders, focusing on progress, outcomes, adoption, and forward planning.
• Understand emerging customer needs and connect them to the right internal Nuix teams.
• Anticipate risks early, build data‑driven success plans, and support retention through value demonstration.

Cross‑Functional Leadership & Influence

• Collaborate with Professional Services, Product, Support, Engineering, and Sales to ensure coordinated delivery across regions.
• Represent customer needs internally, offering insight into patterns, challenges, and potential solution enhancements.
• Tailor communication and engagement for both technical and non‑technical audiences.

Operational Excellence & Governance

• Track and present value metrics, adoption insights, service consumption, and customer outcomes.
• Support the creation and scaling of standardised frameworks for onboarding, enablement, and engagement.
• Help strengthen operational practices across global accounts through clear planning, documentation, and communication.

Skills, Knowledge and Expertise

• 7+ years of experience in Customer Success, Professional Services, Advisory, Legal Operations, eDiscovery, or related sectors.
• Experience working with or for large advisory firms (Deloitte, KPMG, PwC, EY) — either as a vendor, internal consultant, or service provider.
• Proven track record of managing complex accounts with multiple stakeholders.
• Strong ability to navigate and influence within matrixed or federated organisations.

Skills & Attributes

• Strong executive presence and polished communication style.
• Ability to connect technical solutions to business outcomes.
• Comfortable working in ambiguity and creating clarity where needed.
• Highly collaborative across internal teams and customer departments.
• Proactive, resilient, self‑starting mindset.

Nice to Have

• Experience in investigations, compliance, risk, analytics, or digital forensics.
• Familiarity with Nuix or comparable unstructured‑data technologies.
• Experience with AI, LLMs, automation, or data governance.

Why Join Us

We strive to make any required adjustments where possible to make…