11h ago

Staff Customer Success Manager

AustraliaRemoteFull-timelead

Customer Success ManagerCustomer

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Quick Summary

Requirements Summary

Extensive experience in customer success, particularly managing complex enterprise accounts and building trusted relationships with senior stakeholders.

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Customer Success ManagerCustomer

Join an innovative, AI-driven cybersecurity environment where customer success plays a critical role in protecting organizations and their digital infrastructure. As a Staff Customer Success Manager, you will build strategic partnerships with enterprise customers, helping them maximize product value, strengthen adoption, and achieve measurable business outcomes. You will serve as a trusted advisor and customer advocate, navigating complex account needs while proactively addressing risks to satisfaction and retention. Working closely with Sales, Renewals, Support, Services, and Product teams, you will coordinate resources to deliver exceptional customer experiences. Through strategic business reviews, engagement planning, and ongoing consultation, you will help customers realize long-term value from advanced security solutions. This role is ideal for a customer-focused professional who combines technical understanding, strong relationship management, and analytical thinking in a fast-moving, globally connected environment.

Manage post-sales relationships across a portfolio of high-value enterprise accounts, acting as the primary customer advocate and strategic point of contact.
Partner with customers and internal service teams to define success criteria, establish onboarding plans, and align customer goals with product capabilities.
Drive product adoption among key stakeholders through structured engagement, regular meetings, customer health checks, Quarterly Business Reviews, and product roadmap discussions.
Demonstrate ongoing customer value by identifying opportunities to improve adoption, strengthen relationships, and support long-term retention.
Proactively identify risks, resolve obstacles, and use customer health indicators and success management tools to monitor account status and engagement.
Maintain accurate, detailed records of customer interactions, account health, risks, and success plans to support visibility and coordinated action.
Collaborate with Sales, Renewals, Support, Services, and Product teams to deliver effective customer outcomes and manage escalations through timely resolution.
Coordinate internal resources and communicate customer needs to relevant stakeholders to ensure a consistent, high-quality experience.
Gather customer feedback and share relevant insights with internal teams to support product improvements and evolving customer requirements.
Travel when required to support strategic customer relationships and key business engagements.

Requirements

~1 min read

Extensive experience in customer success, particularly managing complex enterprise accounts and building trusted relationships with senior stakeholders.
A proven track record of supporting large organizations, ideally those with more than 20,000 employees, while managing expectations and maintaining high levels of customer satisfaction.
Strong customer advocacy skills and a genuine commitment to helping customers achieve meaningful outcomes.
Solid technical aptitude and the ability to understand complex challenges, explain solutions clearly, and provide practical, best-practice guidance.
Excellent written and verbal communication skills, with the ability to adapt messaging to different audiences, cultures, and stakeholder groups.
Strong analytical thinking, attention to detail, and the ability to identify customer risks and opportunities using data and account health indicators.
A proactive, self-directed working style, with the ability to prioritize competing needs and operate effectively without constant supervision.
Experience using customer success management platforms such as Totango, or comparable tools, and Salesforce is an advantage.
Experience in cybersecurity or familiarity with security concepts, technologies, and industry terminology is desirable.
A collaborative mindset and the ability to work effectively across sales, technical, support, and product teams.
A commitment to continuous learning and an interest in applying AI tools and emerging technologies to improve customer outcomes.