Account Manager

Overview

Plexus is a fast-growing global legal tech business on a mission to transform the value of legal services. Our products are loved by over 200 of the world’s leading brands, including L’Oréal, Woolworths, Coca-Cola, Lion and Nike. As we grow, we plan to incorporate AI to drive further growth and innovation. The Customer Success team plays a pivotal role in driving growth and delivering real impact.

The Account Manager will be the strategic partner our customers rely on to transform their legal operations, maximize automation, and unlock long-term value. The role is open to either Melbourne or Sydney.

Our people are relentlessly curious and dedicated to challenging the status quo. We are client obsessed, focus on outcomes, and operate with a growth mindset and positive intent. We set high standards, embrace change, and thrive in a dynamic and evolving environment.

• Own strategic relationships across a blended portfolio of clients, ensuring they achieve measurable outcomes with Plexus.
• Lead Executive Business Reviews (QBRs) with precision—aligning on strategic goals, surfacing value, and influencing future roadmaps.
• Drive renewals and expansion discussions confidently, navigating commercial negotiations that deliver win‑win results.
• Collaborate closely with Sales, Product, and Implementation to bring a unified approach to customer success.
• Act as a trusted advisor to senior stakeholders, coaching them on automation strategies that free up their teams to focus on what matters most.
• Proactively manage escalations and challenges with maturity and urgency.

• 98%+ renewal rate and 10%+ expansion across your portfolio.
• Trusted relationships with senior and executive stakeholders at every client.
• Clear, data-led articulation of Plexus’s ROI and strategic value.
• Escalations resolved promptly and diplomatically, with lessons learned and shared.
• Deep engagement with customers who see Plexus as a long-term partner.

• 5+ years’ experience in Mid Market to Enterprise B2B SaaS Customer Success or Account Management, ideally both.
• Proven ability to manage complex portfolios and own commercial outcomes, including renewals and expansions.
• Confident in the boardroom: you can present to C-Level execs, lead strategic conversations, and influence decision-making.
• Skilled in account planning, identifying whitespace, and navigating enterprise-level relationships.
• Resilient, curious, and proactive — you thrive in a fast-moving environment and bring others along with you.

• Take ownership:
  Manage processes and influence our growth goals.
• Work at pace:
  We’re a growth start-up so we can build and iterate quickly.
• Create difference:
  Identify and implement positive change.
• Key role, massive impact:
  Be a key advocate and champion for us in the market.
• Grow with us:
  Own your career path and influence Plexus’ future.
• Mentorship matters:
  Learn from a supportive and experienced manager.
• Remote Work Model:
  We are particularly interested in candidates based in North Carolina area, as this region best aligns with our UK time zone requirements.
• Career development:
  Many of our team members have been promoted from within.

Plexus is an equal opportunity employer. We welcome and encourage applications from all backgrounds, communities and industries, and are committed to having a diverse team who, together, will kick huge, exciting and impactful goals.