Customer Success Manager (Enterprise) (Position located in Melbourne, Australia)
Core
Building effective relationships with enterprise customers to maximize lifetime value, manage onboarding, renewals, and drive product adoption for security awareness solutions.
Role type
Enterprise Customer Success Manager
Builds
Customer success outcomes, security culture adoption, and subscription value
Domain
IT Security / Cybersecurity Awareness Training
Deliverable
client delivery
Required skills
Enterprise account management, consultative strategy development, security program maturity assessment, executive stakeholder engagement, CRM administration, renewal management, upsell/cross-sell discovery, change management coordination, usage metrics monitoring
Preferred skills
SACP Certification, complex IT systems management, 1000+ employee account experience, high-level executive communication
Technologies
Salesforce, Microsoft Excel, Microsoft Word, Gmail, Google Docs, KnowBe4 (ASAP, SAPA, SCS)
Responsibilities
Forge relationships with new and existing enterprise customers and executive stakeholders; Develop consultative strategies to achieve customer objectives; Assess and strategize on customer SAT program maturity; Manage onboarding, renewal, and growth processes; Monitor customer usage, adoption, and health metrics; Conduct periodic business and strategic engagement reviews; Drive cross-functional initiatives for customer experience improvement; Coordinate with technical support and Renewal Specialists; Perform discovery for add-ons and upgrades.
Seniority
Mid-Senior, hands-on IC
