Customer Success Manager

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

📋 Description

• Develop and oversee the customer portfolio.

• Take ownership of the customer lifecycle by protecting, nurturing, and delivering outstanding service.

• Foster revenue growth by demonstrating achievement of customer-guided value metrics.

• Reduce customer churn through effective customer success plans and lifecycle management.

• Address customer requests and concerns to enhance the overall customer experience.

• Utilize data and trend analysis to improve customer experience and guide communication and engagement strategies.

• Keep accurate customer information accessible for internal stakeholders.

• Act as a dependable point of contact and brand ambassador for Nozomi Networks and its offerings.

• Collaborate across departments to ensure customer visibility and outcomes.

• Contribute to product design and development by providing customer feedback.

• Assist in creating training courses and educational resources for department members.

• Assess and enhance tutorials and communication infrastructure.

⛳️ Requirements

• A minimum of 2 years of proven experience in a customer success role supporting a technical product.

• Demonstrated experience in onboarding customers, driving product adoption, and consistently achieving business objectives.

• In-depth understanding of customer concerns related to product use, with the ability to recommend operational best practices and troubleshoot effectively.

• Strong organizational skills, including the ability to create and maintain account notes, and develop and implement get-well plans and customer success playbooks.

• At least 3 years of experience in IT and network security; experience in operational technology is an advantage.

• Ability to confidently perform product demonstrations, training sessions, and present technical reports to customers, articulating the value delivered.

• Prior experience in a Technical Account Manager or Solutions Engineer role is highly advantageous.

• Experience in managing brand image and promoting value through exceptional customer experiences.

• Demonstrated accountability, personal organization, and multitasking abilities.

• Self-motivated and proactive demeanor.

• Excellent communication and interpersonal skills, including proficiency in technical reporting and executive-level presentations.

• Proven leadership skills and the ability to engage effectively with both CxO and technical staff.

• Experience in analyzing and optimizing processes within the Customer Success department.

• Patient and active listener.

• A strong passion for service.

• Successful candidates will be required to undergo background verification checks.

🏝️ Benefits

• Health & Wellness.

• Financial benefits.

• Work-Life Balance.

• Unmatched Flexible Time-Off.

• Background verification checks for successful candidates.