Customer Success Analyst – ISO

This is a fully remote position, open to applicants in Australia.

📋 Description

• Establishes trustworthy relationships and provides a positive, guided experience for clients throughout the ISO lifecycle.

• Oversees the onboarding process, handovers, and portfolio management with precision and promptness.

• Effectively communicates with clients and internal teams to align expectations and track progress.

• Monitors milestones, documentation, and risks to ensure client well-being and deliver successful outcomes.

• Quickly acquires knowledge of ISO standards, tools, and processes to assist with certification engagements.

• Takes initiative for assigned clients, foresees potential issues, and follows through until resolution.

• Directs the onboarding experience for ISO clients in the APAC region, ensuring a clear, organized, and positive start to their engagement.

• Embraces an innovative approach to continually enhance and shape the Customer Success function within the ISO portfolio.

• Aids in administrative coordination and handover tasks between Customer Success and the ISO audit team for seamless delivery.

• Manages the ISO client portfolio, including tracking progress, handling certification documentation, renewals, and maintenance activities.

• Conducts regular client check-ins, monitors engagement and progress, and contributes to client health scoring and reporting.

• Collaborates closely with the ISO audit team to ensure smooth portfolio operations and timely client results.

• Keeps precise records, dashboards, and internal documentation regarding client status and portfolio performance.

• Proactively identifies risks, delays, or client concerns and escalates them appropriately to facilitate successful outcomes.

⛳️ Requirements

• Knowledge of ISO standards (such as ISO 27001) or comparable compliance frameworks.

• Background in customer success, client services, operations, or administrative roles.

• Enthusiasm for developing a career in compliance, information security, or professional services.

• Information security-related certification is preferred but not mandatory.

• Familiarity with concepts of information security, compliance, risk, or auditing through education, coursework, internships, or early career experience.

• Excellent organizational and time-management skills, with the capacity to handle multiple clients or tasks simultaneously.

• Clear and professional written and verbal communication skills suitable for client interactions.

• Proficiency in working with systems, trackers, and documentation in a structured, detail-oriented environment.

• A customer-centric mindset with a focus on cultivating long-term client relationships.

• Bachelor’s Degree, preferably in a field related to information security.

🏝️ Benefits

• Retirement & Financial Planning Support – 401(k) with match, financial wellness programs.

• Generous Paid Time Off – Vacation, sick time, holidays, parental leave, and volunteer days.

• Flexible Work Arrangements – Hybrid or remote options, flexible hours.

• Performance-Based Bonus – Recognition for your contributions through discretionary bonuses.

• Professional Development Opportunities – Tuition reimbursement, certifications, mentorship.

• Career Growth & Internal Mobility – Clear paths for advancement and role transitions.

• Inclusive & Supportive Culture – DEI initiatives, employee resource groups, wellness programs.