Onboarding Customer Success Manager - APJ
Core
Own and drive the onboarding journey for a diverse portfolio of customers across the ANZ region to accelerate time-to-value and ensure a seamless start to their cybersecurity journey.
Role type
Customer Success Manager (Onboarding)
Builds
Customer onboarding success and adoption of Idira cybersecurity solutions
Domain
Cybersecurity / SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer success management, project management, cross-functional collaboration, risk and escalation management, gap analysis, enablement strategy, continuous improvement, stakeholder management, technical aptitude
Preferred skills
Hands-on implementation experience, cybersecurity domain knowledge (IAM, Active Directory, cloud platforms), customer success platform proficiency
Technologies
Salesforce, Gainsight, ChurnZero, HubSpot, AWS, Azure, GCP
Responsibilities
Lead customers through a structured, milestone-driven onboarding process; Partner with Sales, Professional Services, and Support to coordinate onboarding; Work with customers to define and document business objectives as actionable milestones; Identify and assign key customer champions and admins; Develop and communicate an escalation framework; Proactively detect roadblocks and mobilize internal resources; Conduct scheduled progress reviews; Recommend and support customers in leveraging enablement tools; Gather customer feedback to enhance the onboarding process
Seniority
Mid-level, hands-on IC
