Senior Customer Success Manager

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

📋 Description

• Take ownership of the complete customer lifecycle, including onboarding, adoption, training, and renewal.

• Establish and nurture strong, proactive relationships with customers in the Australian region.

• Recognize and assist with upselling and cross-selling opportunities in collaboration with the Sales team.

• Work closely with internal teams to address customer issues promptly and effectively.

• Partner with Customer Support Engineers to ensure smooth communication and delivery in response to support tickets.

• Gather and share customer feedback to enhance product and service quality.

• Monitor success metrics and leverage data to shape customer strategy and engagement.

⛳️ Requirements

• A minimum of 3 years of experience in Customer Success, Account Management, or a related client-facing role in the SaaS or tech industry.

• Residing in the United States with experience in supporting both national and regional customers.

• Strong technical skills and the capability to work with tools such as OpenCTI or OpenBAS (training provided).

• Exceptional communication abilities.

• Comfortable operating in a remote, asynchronous-first culture.

• Experience with CRM/CSM tools, tracking customer journeys, and analyzing success metrics.

• Familiarity with the cybersecurity field, particularly in threat intelligence, is an advantage.

• Proficiency in English is required.

🏝️ Benefits

• Competitive salary plus equity - everyone shares in our achievements.

• Remote-first, flexible, and balanced work environment - your work fits your lifestyle.

• Your equipment, your choice - select the tools that suit you best.

• Biannual gatherings - we convene in person for regional and global offsites to connect, collaborate, and strengthen our culture beyond the digital realm.