Client Success Manager

About CORTO

CORTO is an innovative software company focused on transforming the legal industry with AI-driven solutions that enhance productivity and streamline workflows. Our products assist legal practitioners, paralegals, and legal assistants by automating routine jobs, simplifying document management, and improving decision-making. Currently expanding rapidly from 80 to over 250 employees, about 75% of our workforce consists of developers and engineers based in Sydney. We offer a dynamic environment welcoming smart, caring, and ambitious individuals who thrive on change.

Role Overview

As a Client Success Manager, you will be instrumental in helping law firms effectively implement and utilize CORTO's AI-powered LegalTech software. Tasked with establishing and growing the customer success function, you will support customers through onboarding, training, and continued use, working closely with sales, product, and support teams to ensure smooth adoption and retention.

Key Responsibilities

• Take ownership of onboarding results, user adoption rates, and contract renewal health across your client portfolio.
• Lead new customer onboarding including setup, training sessions, and initial adoption phases.
• Cultivate strong relationships with law firm account teams, practice managers, lawyers, and key software users.
• Provide practical guidance on day-to-day software utilization for workflows related to matters, billing, invoicing, payments, reconciliation, and accounting.
• Leverage your understanding of legal financial operations to help clients increase accuracy and operational efficiency.
• Monitor client engagement, adoption metrics, satisfaction, and overall customer health.
• Proactively identify risks and collaboratively implement strategies to improve client outcomes.
• Conduct trainings, product walkthroughs, check-ins, and customer enablement activities.
• Collaborate with sales, marketing, product management, and support teams to enhance the overall customer experience.
• Collect and communicate customer feedback, providing actionable insights to product and leadership teams.
• Maintain comprehensive and accurate records of customer interactions, success plans, and CRM updates.

What You Bring

• Minimum of 3 years’ experience in client success or account management roles.
• Excellent communication skills: able to calmly and clearly explain processes and concepts.
• Strong analytical and problem-solving capabilities to guide customers through complex workflows.
• Comfortable learning new software tools and assisting others in becoming proficient users.

Personal Attributes

• Quickly builds trust with both clients and internal teams.
• Communicates patiently and confidently.
• Passionate about helping people solve real business challenges.
• Highly organized, detail-oriented, and reliable with documentation and follow-up.
• Balances detailed financial knowledge with a warm customer-first mindset.
• Curious about technology, professional services, and AI applications in law firms.

Additional Information and Company Culture

CORTO embraces inclusivity and is committed to lowering barriers to success for all. Candidates who meet some but not all criteria are encouraged to apply. Joining CORTO means contributing to real improvements for local law firms and being part of a fast-growing, highly technical team.

Why Work at CORTO?

• Your contributions have real impact solving everyday problems for law firms and their communities.
• Experience autonomy and trust working on significant and challenging projects.
• Engage with passionate and authentic colleagues invested in their work.
• Benefit from the support and resources of a global LegalTech leader, ATI Global.
• Enjoy flexible, hybrid working arrangements with two days a week onsite in Sydney.
• Access career growth and continuous learning opportunities within a rapidly scaling business.
• Participate in company celebrations, socials, sports teams, sailing, and yacht events.
• Receive wellbeing perks including extra time off and gym memberships.
• Work in a fast-paced environment focused on innovation and disruption.
• Utilize unique ATI Group programs like LEAP Home to assist in purchasing your primary residence.