Customer Success Manager

2 weeks ago

Haymarket, New South Wales, Australia SoSafe Full time
Overview SoSafe has the ambition to become the leading human risk management provider in Europe. Our award-winning awareness platform triggers behavioural change by providing effective and engaging training and simulations on cybersecurity and data protection. Cybercrime is predicted to cost the world $10.5 trillion annually by we invite you to be part of the solution
We're looking for a Customer Success Manager who's driven by creating measurable results and real impact for customers. From the very beginning of the journey, you'll ensure a smooth onboarding that sets the stage for long-term success- guiding customers through setup and activation, then continuing as their strategic partner to drive adoption, identify growth opportunities, and own renewal strategy. Along the way, you'll be making the internet a bit safer in one of the most exciting industries of digitalisation, working alongside highly driven software developers and ex-consultants. If you thrive in scale-up environments where creativity and collaboration fuel impact, we'd love to chat with you.
Responsibilities Be the key point of contact for a portfolio of APAC-based customers, from onboarding through renewal
Head the technical implementation of our Awareness Platform (SaaS product), ensuring a smooth and successful Go-Live
Maintain a diverse portfolio of accounts, varying in size and complexity (around 60 at maturity)
Build and nurture long-term relationships with customers through tailored engagement and success plans
Head commercial conversations, including upsell opportunities and contract renewals, with confidence and professionalism
Act as a trusted advisor on cybersecurity awareness, helping customers embed best practices across their organisation
Planning and heading business reviews which could be conducted both virtually and onsite
Plan and implement targeted campaigns to drive security awareness, user engagement, and measurable ROI
Proactively guide customers toward success by anticipating needs, identifying risks, and driving product adoption
Represent the voice of the customer internally by providing actionable feedback to influence product development
Cultivate advocacy by turning satisfied customers into brand champions, securing testimonials and case study opportunities
Qualifications You're customer-obsessed, with a strong focus on delivering measurable value and long-term success
You drive with empathy- understanding that success starts with people, and you're able to build trust-based relationships internally and externally
You're naturally curious, always asking questions to better understand your customers\' goals and problems
You bring 2+ years of hands-on experience in Customer Success or another customer-facing, revenue-focused role (

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