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
Required skills
Project management, cross-functional collaboration, customer goal alignment, risk and escalation management, gap identification, progress monitoring, enablement advocacy, continuous improvement
Preferred skills
Technical aptitude, hands-on implementation experience, cybersecurity domain knowledge (IAM, Active Directory, cloud platforms), customer success platform experience
Responsibilities
Lead customers through a structured, milestone-driven onboarding process; Partner with Sales, Professional Services, Support, and Renewals 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 check-ins to monitor progress; Recommend enablement tools and training; Gather customer feedback to improve the onboarding process
Seniority
Mid-Senior, hands-on IC