Senior Customer Success Manager

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

📋 Description

• Oversee a portfolio of clients as their main post-sales technical consultant, gaining a thorough understanding of the NodeZero platform to facilitate successful adoption.

• Build relationships with security leaders—from analysts to CISOs—and support them through the phases of adoption, growth, and advocacy.

• Provide technical onboarding and enablement to promote the adoption of NodeZero, including advanced features such as Tripwires, Insights, and Rapid Response, ensuring customers achieve maximum value.

• Collaborate closely with IT and Security teams (SOC, red/blue teams, AppSec, etc.) to assist in interpreting pentest results, prioritizing remediation efforts, and guiding long-term offensive security strategy.

• Proactively recognize customer needs and potential obstacles, recommending solutions that enhance their experience and improve their cybersecurity posture.

• Work in tandem with Sales and Renewals teams to drive retention and growth by identifying expansion opportunities, aligning on account strategy, and ensuring a smooth renewal process.

• Serve as a customer advocate, communicating customer feedback and technical issues to our internal teams to help drive the advancement of our product and services.

• Conduct regular check-ins and quarterly business reviews to align on strategy, secure executive endorsement, and demonstrate business outcomes.

• Contribute to the creation of documentation, training materials, and repeatable playbooks to scale technical success across the region.

• Maintain comprehensive records of customer health and interactions using internal CS platforms.

⛳️ Requirements

• 5+ years of experience in Customer Success, Technical Account Management, or Client Services within a SaaS cybersecurity setting.

• Extensive knowledge of cybersecurity practices and principles; relevant certifications (e.g., CompTIA Security+, CISSP) are preferred.

• A strong understanding of enterprise security, information technology, cloud solutions, or offensive security is highly desirable.

• Excellent customer acumen—capable of aligning solutions with business priorities and presenting effectively to both technical and executive stakeholders.

• Proven experience managing a portfolio with revenue goals (ARR, NRR, GRR).

• Experience in a startup or high-growth company is preferred; you excel in fast-paced, ambiguous environments.

• Proficient with tools like Salesforce, Gainsight, and JIRA; detail-oriented and organized.

• Must be located in the Canberra area.

🏝️ Benefits

• Inclusive Team: We value diversity and promote an inclusive culture where everyone can thrive.

• Growth Opportunities: Be part of a dynamic and growing team with numerous career development opportunities.

• Innovative Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking.

• Hybrid & Remote Work: We embrace a mix of remote and hybrid work models depending on role and location, including our Chicago office, where some roles require regular in-office presence.

• Competitive Compensation: We offer competitive salary, equity, and benefits. Our benefits include health, vision & dental insurance for you and your family, a flexible vacation policy, and generous parental leave.