Staff Customer Success Manager
New
J
JobgetherCybersecurity
Based in AustraliaFull-TimeStaff
Salary not disclosed
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Job Details
- Required Skills
- CybersecuritySalesforceStakeholder managementCustomer Success
Requirements
- Bring extensive experience in customer success, particularly managing complex enterprise accounts and building trusted relationships with senior stakeholders.
- Have a proven track record supporting large organizations, ideally those with more than 20,000 employees.
- Demonstrate strong customer advocacy and commitment to helping customers achieve meaningful outcomes.
- Apply technical aptitude to understand complex challenges, explain solutions clearly, and provide practical guidance.
- Communicate effectively in writing and verbally, adapting messaging to different audiences and stakeholder groups.
- Use analytical thinking and attention to detail to identify customer risks and opportunities using data and account health indicators.
- Work proactively and independently while prioritizing competing needs.
- Experience with customer success management platforms such as Totango or comparable tools, and Salesforce, is an advantage.
- Cybersecurity experience or familiarity with security concepts, technologies, and industry terminology is desirable.
- Collaborate effectively across sales, technical, support, and product teams.
- Show a commitment to continuous learning and interest in applying AI tools and emerging technologies.
Responsibilities
- Manage post-sales relationships across a portfolio of high-value enterprise accounts as the primary customer advocate and strategic contact.
- Partner with customers and internal service teams to define success criteria, establish onboarding plans, and align goals with product capabilities.
- Drive product adoption through structured engagement, customer health checks, Quarterly Business Reviews, and product roadmap discussions.
- Identify opportunities to improve adoption, strengthen relationships, and support long-term retention.
- Monitor account status and engagement using customer health indicators and success management tools, and proactively address risks.
- Maintain detailed records of customer interactions, account health, risks, and success plans.
- Collaborate with Sales, Renewals, Support, Services, and Product teams to deliver customer outcomes and resolve escalations.
- Gather customer feedback and share insights with internal teams to support product improvements.
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