Job Description

Role Title: Head of Customer Success - Cubed

Role Type: Permanent | Full-time

Location: Melbourne / Hybrid [Open to remote in Australia for the right candidate]

Team: Cubed

Website: https://www.cubedlegal.com/

About The Role

Cubed by Law Squared is a Microsoft 365 integrated solution that empowers modern legal teams to manage intake, matters, contracts, and legal operations so they can be true business partners and strategic advisors within their business.

We are seeking a Head of Customer Success to define and own the full customer lifecycle across Cubed’s expanding customer base across Australia and the UK.

Cubed is at an early and exciting growth stage, offering a rare opportunity to help shape the trajectory of a legal tech business that is deliberately seeking to do things differently for in-house legal teams.

While Cubed has the energy and ambition of a startup, it is uniquely supported by

the established infrastructure, operations, and expertise of the Squared Group,

providing scale, stability, and support rarely available at this stage.

The Head of Customer Success is responsible for:

Customer Lifecycle Management and Growth

• Define and own the end-to-end customer journey from onboarding, adoption, support, renewal and expansion
• Develop and deliver on account plans, partnering with customers and key stakeholders to achieve strategic and operational objectives
• Commercial ownership of Customer outcomes including NRR
• Collaborate cross-functionally to deliver customer solutions

Customer Success Operations

• Develop and refine Cubed CS operating model (including playbook, processes, monitoring and resources) to support Cubed growth
• Create engaging customer training, enablement and support content and resources

Customer Advocacy

• Advocate within Cubed as voice of the customer and ensure customer insights drive product and customer experience improvements
• Develop customer advocates for Cubed including referenceable customer relationships, case studies and testimonials
• Identify referral and community-building opportunities and support customer participation in events and marketing initiatives

Go-to-Market & Strategic Growth

• Partner with the Head of Cubed on go-to-market initiatives and growth priorities
• Support market expansion activities across APAC and UK/EU

Must-Have Experience

• 5+ years in SaaS enterprise Customer Success or strategic account management
• Strong understanding of legal sector and in-house legal needs
• Demonstrated record of owning NRR including leading enterprise renewals and expansions with GCs and C-Suite
• Exceptional written and verbal communication and presentation skills
• Strong data literacy and commercial acumen
• Strategic and operational range - equally capable of setting direction, doing the work, and building and improving processes
• Proficient in M365 suite and experienced in CRM platforms (Salesforce preferred) and AI tooling

Employee Benefits

Our numerous employee benefits include:

• Competitive salary package;

• Tailored team and individual professional development program;

• Discounted corporate gym membership via ClassPass;

• Employee Assistance Program (EAP);

• Employee Referral Incentive;

• Leading-edge legal ops + tech to optimise flexible working and client service outcomes; and

• Flexible work environment.

Apply Now

To submit an application, please apply directly with your CV and cover letter.

If you have any further questions, please contact: dmercieca@squaredgrp.com