Customer Success Manager

**WHO ARE WE?**

Assetnote and Searchlight Cyber have recently joined forces when Searchlight Cyber acquired Assetnote in January this year. Assetnote, founded in 2018 in Brisbane, Australia, is a pioneer in Attack Surface Management (ASM), offering a platform that provides continuous discovery and exposure monitoring. It empowers organizations to monitor and secure their external attack surfaces by identifying critical vulnerabilities from an attacker’s perspective.

Searchlight Cyber, established in 2017, specializes in dark web intelligence and monitoring, delivering actionable threat intelligence to prevent criminal activity. We have been involved in some of the world’s largest dark web investigations and have the most comprehensive dataset based on proprietary techniques and ground-breaking academic research.

Today we help enterprises, government and law enforcement, and managed security services providers around the world to illuminate deep and dark web threats, prevent attacks and gain visibility into external risks.

**ABOUT THE POSITION**

Searchlight and Assetnote are dedicated to providing world class and useful tools to our customers. The customer success team is responsible for ensuring that customers get the best experience and results from using our tools. As a Customer Success Manager, you will be at the forefront of this mission representing the company and helping customers achieve their goals and providing feedback to the organization on how to refine and improve our products and customer experience.

As a trusted advisor, you will work closely with our clients to drive customer engagement, retention, and expansion by ensuring they successfully adopt our solutions, mitigate risks, and optimize their security posture. You will collaborate cross-functionally with the other functions of the Customer Success team (Account Management and Technical Support) as well as be the customer advocate internally and interact with many other teams within the business to ensure our customers get the best outcome from our products. You will be involved throughout the customer journey from initial onboarding, through implementation and exploring new use cases.

When not supporting customers will be required to work with the Threat Intelligence and Product Teams to provide user feedback on data sources and the products and help add value to the products from a customer and user perspective.

This will be based in Australia focused on supporting customers across Asia Pacific, but mostly focused on Australia as that is where the largest concentration of customers is. However you may also support activity in the US or other regions as well.

There may be some travel required from time to time for team meet ups and customer site visits. You will report to the VP, Customer Success based in Sydney, Australia.

**WHAT WILL I DO?**
- Customer Success Planning: Develop and execute success plans tailored to each customer’s business objectives and security needs.
- Proactive Engagement: Monitor customer health metrics, identify risks, and take proactive measures to drive retention and minimize churn.
- Renewals & Expansion: Work closely with the Account Management team to manage renewals and identify opportunities for upselling or cross-selling additional solutions.
- Customer Advocacy: Serve as the voice of the customer, providing feedback to product and engineering teams to improve our solutions as well as collaborating with the technical support team to provide additional context on requests and ensure the best outcome for the customers.
- Customer onboarding: You will be expected to ensure that customers are fully onboarded and able to use the tools to fulfill their requirements.
- Training: Searchlight provides training for onboarding and for many different use cases throughout the life of the contract. The CSM will manage and run any additional training requirements of our customers.
- On-going support: You can expect to conduct regular cadence calls, communicate new features and best practices, provide technical support; ultimately ensuring our customers see success. You will need to gather customer requirements, analyse interactions with customers to understand the customer sentiment, help resolve issues and drive value from the products.

**WHAT ARE WE LOOKING FOR?**
- A background in being a cyber threat intelligence operator in a commercial or government setting
- Strong communication skills and an empathy for customers
- Driven self starter that can work independently but also work closely with the broader customer success team and other teams internally.
- Experience in a technical or Engineering role, ideally in Cyber Security, intelligence or offensive security backgrounds.
- Experience supporting enterprise customers, in depth knowledge of their needs and use cases, buying processes, and relevant industry knowledge.
- Excellent customer facing skills, confident in negotiation, demonstration and custome