Customer Success Manager

Manage our SMB customers across Australia and New Zealand.
- Build strong working relationships with customers and partners
- Effectively onboard customers to Phriendly Phishing

**About Us**
Our mission is to educate and empower people with respect and empathy, so they can protect themselves and their organisation.

Phriendly Phishing is an Australian-based company (with an international presence) which provides security awareness and phishing simulation education solutions. Our training programs are measurable, scalable and can be used by anyone regardless of technical expertise.

We’ve joined forces with CyberCX, a company that has united the country’s most trusted cyber security companies (like Phriendly Phishing) to deliver the most comprehensive end to end cyber security services.

**The Team**
The Customer Success and Support team is filled with customer centric thinkers, problem solvers, and innovative collaborators. We’re passionate about advocating for our customers and building strong partnerships to ensure optimal customer service and support is provided.

We are here to deliver exceptional cyber security awareness programs designed to be fit for purpose built by high performing experts. But most importantly as a team, we are encouraged to bring fresh new ideas, work openly and collaboratively and to bring our whole self to work

**The Role**
- Build strong working relationships with customers and partners, gathering an in-depth understanding of the customer's needs, to drive appropriate renewal solutions.
- Help implement strategies across different customer tiers to ensure full use and fulfilment of the product.
- Effectively onboard customers to Phriendly Phishing, focusing on the features they need to learn to get up to speed and realise the value of the product.
- Generate and collect customer health metrics, identify customers at risk of not renewing, and create and drive strategies for customer retention.

**About You**
You are customer-obsessed and a self-starter, you go above and beyond to deliver extraordinary results and experiences for customers.

Ideally you possess several years’ experience in customer service management with a deep understanding of customer-centric thinking, experience in professional services (cyber security and/or technology) industries will be highly regarded.

You bring with you, extensive experience with CRM platforms, automated workflows, and customer life cycle management and are experienced with contract renewal, retention, and terms of business negotiations.

You have exceptional stakeholder engagement, communication skills and high attention to detail.

An understanding of best practice when it comes to customer support, engagement and retention, and be able to use data and insights to continuously improve those interactions will also be essential to this role.

**The Benefits**
Our values determine how we show up for our team and our customers. We are customer obsessed and we strive to go above and beyond by continuously innovating showing value through measurable outcomes.

Our teams feel a real sense of privilege to serve our global community and being their trusted partners in a rapidly evolving space.

We offer a generous salary package with great employee perks such as:

- Flexible hybrid working environment (a blend of office and WFH)
- Birthday Leave (yes please), Mental Wellness Day, Volunteer leave
- Corporate discounts on Private Health Insurance and a huge variety of retail stores through our partners
- Health Clubs (gyms) and virtual gym classes
- Internal career opportunities - we have a start-up ethos which will help you gain valuable real-life experiences & insights

We’re in accelerated growth, so a very exciting eco-system where you can get in and be part of the growth and shaping of the company which represents an opportunity for diversity in your role and a real sense of satisfaction as you see the difference your contribution makes.