Senior Customer Development Manager

Are you a commercially minded customer growth professional who gets just as much satisfaction from helping a teammate win as from closing a deal yourself?

We’re looking for a Senior Customer Development Manager to join our ANZ Sales team in Brisbane. You’ll own a portfolio of existing law firm customers, with a clear mandate to grow Annual Recurring Revenue through cross-sell, product adoption, and strategic expansion. But this is more than an individual contributor role — as a player-coach, you’ll set the standard for how the broader Customer Development team engages with customers.

You’ll work closely with the Regional Vice President and teams across Customer Success, Product, and Marketing — acting as the internal voice of the customer, translating real-world feedback into insights that shape the Actionstep platform and strengthen long-term retention across Australia and New Zealand.

If you care deeply about customer relationships, love seeing the people around you grow, and want genuine influence on how Actionstep expands in ANZ — we’d love to hear from you.

About the Role

As Senior Customer Development Manager, you’ll own a portfolio of existing law firm customers and be responsible for driving ARR growth through cross-sell, product adoption, and solution expansion. You’ll serve as the internal voice of the customer — translating real-world feedback into meaningful insights that inform product development, improve retention, and support long-term growth.

Working closely with the Regional Vice President, you’ll bring a high-performing, stabilising presence to the Customer Development team. This is a role for someone who wants genuine influence: not just a strong individual result, but the kind of senior leadership that raises the capability of the people around them.

About Actionstep: 

Actionstep is a global pioneer in cloud-based Legal Practice Management software. Our platform helps thousands of law firms run more efficient, connected, and successful practices — from anywhere in the world.

We're a fast-growing SaaS company with a dynamic team spread across Australia, New Zealand, the UK, the US, and Canada.  With innovation at our core and customers at the heart of what we do, we're proud to be driving change in the legal tech space — and having fun while we do it.

What your days will look like:

Manage and grow a portfolio of law firm customers across ANZ — building strategic account plans, leading product and expansion conversations, and running Executive Business Reviews that genuinely move the relationship forward.

• Coach and support Customer Development team members through deal strategy, account planning, and commercial negotiations — sharing what works and being candid about what doesn’t.
• Capture and synthesise customer feedback into structured, prioritised insights for the Product team. You see every piece of feedback as a signal worth acting on — not just a problem to manage.
• Partner with Customer Success, Marketing, and Product to ensure every customer touchpoint strengthens the relationship and creates a clear path to growth and product adoption.
• Identify whitespace opportunities within your book of business, develop targeted expansion strategies, and lead commercial conversations that create mutual value for the customer and for Actionstep.

Who You Are:

Player-Coach:  You’re as comfortable closing your own deals as you are helping a teammate win theirs. You get genuine satisfaction from seeing others succeed because of your guidance — that’s not a nice-to-have, it’s a core part of who you are.

Revenue Driver:  You know how to identify opportunity within an existing customer base, build a compelling commercial case, and drive expansion that creates real value for the customer — not just a number on a dashboard.

Customer Champion:  You’re genuinely curious about your customers’ businesses and act as their advocate internally. You see product feedback not as a complaint, but as a signal worth listening to and acting on.

Trusted Advisor:  Your customers see you as a strategic partner, not a vendor. You build credibility through knowledge, consistency, and follow-through — and they call you first when something matters.

Clear Communicator:  You can engage confidently with senior stakeholders, simplify complex product concepts, and translate customer insights into recommendations the business can actually act on.

Requirements:

What you need to know and what will make you successful!

Proven experience in a hybrid sales, account management, or customer success role, with a track record of growing revenue within an existing customer base through cross-sell, upsell, and solution expansion — ideally within a SaaS or technology environment.

• Experience engaging senior decision-makers and confidently leading complex commercial conversations — renewals, expansion opportunities, and commercial negotiations.
• Strong consultative selling skills — you identify customer needs and translate them into commercial opportunities that create mutual value, not just short-term wins.
• Experience using Salesforce or a similar CRM with a disciplined approach to pipeline management, forecasting, and activity tracking.
• Excellent communication skills — you can present to an executive, write a sharp email, and explain a complex product in plain language.
• Experience coaching or mentoring peers in a commercial or customer-facing environment. You don’t need a formal title to raise the standard around you.
• Exposure to the legal industry or legal practice management software is advantageous — but genuine curiosity about how law firms operate matters more.
• Suitable Employment Check (Background, Work Eligibility).

We offer a fantastic and inspirational working environment!

Hybrid Work Flexibility:  Enjoy a blend of in-office and remote work to suit your lifestyle.

Modern Offices:  Work in a central location with great coffee and even better company.

Inclusive, Supportive Culture:  Work with a genuinely friendly team that values collaboration and authenticity.

Relaxed Dress Code:  Be yourself and dress comfortably, while respecting the nature of our workplace and your teammates.

Birthday Leave:  Celebrate your big day with a day off, just for you.

Unlimited Leave:  Take the time you need to recharge, without the stress of counting days. We trust our team to balance flexibility with responsibility.

Regular Team Events:  From lunches to trivia competitions, we like to keep things social.

Professional Development:  Access to training, mentoring and internal growth opportunities.