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Customer Success Strategist

2 months ago

Australia Safe Security Full time

Our Vision: At Safe Security, we strive to be the Champions of a Safer Digital Future and the Champions of Change. We empower individuals and teams with freedom and responsibility to align their goals, ensuring we all row in the same direction. We value uncomfortably transparent, autonomous, and accountable teams with zero tolerance for brilliant jerks. Our Culture Is Our Strategy - check out our Culture Memo for more details and surprises.

Location: Australia

Experience: 5-10 years

Key Responsibilities:
  • Own the entire customer journey, from onboarding to value realization and expansion, measuring specific metrics throughout.
  • Act as the 'voice of the customer' inside the company.
  • Own customer relationships, including those with CISO/CIOs and IT operational teams, with the aim of becoming a trusted advisor on cyber risk.
  • Manage metrics such as Net Revenue Retention (NRR), Net Promoter Score (NPS), and value realization.
  • Become a SAFE platform expert and help customers become self-sufficient.
  • Assist in identifying and documenting best practices and ensuring customer environments align with them.
  • Partner with Customer Success Engineers (CSE) to resolve any issues with customer deployments.
  • Communicate and track customer product enhancements with SAFE Product Management.
  • Present customer business reviews to executive business owners and technical customer contacts.
  • Travel to customer locations will be required.
Essential Skills/Qualifications/Experience:
  • Technical knowledge: Breadth of knowledge around cybersecurity, cyber risk, and security compliance.
  • Empathy with the customer; strong listening skills.
  • Strong project management skills - super detail-oriented and disciplined.
  • 5+ years of experience in risk consulting, management consulting, or customer success.
  • Takes an advisory approach to large Fortune 1000 customers.
  • Track record of delivering on customer success metrics.
  • Confidence in being an advisor to CXOs.
  • Comfort with building, ambiguity, and high growth chaos in a startup environment.