Customer Success Specialist

2 days ago

Melbourne, Victoria, Australia Secolve Full time $60,000 - $90,000 per year

Customer Success Specialist

Employment Type: Full-time

About Secolve

Secolve is a fast-growing specialist cyber security company on a mission to uplift cyber security awareness across critical infrastructure organisations through our video-based training platform, OT-SAT. We work with some of the nation's most important assets, and this role offers the chance to make a real impact in a rapidly expanding market.

The Role

We're looking for a Customer Success Specialist to join our team and ensure our clients get the most out of the OT-SAT platform and content. You'll work closely with customers, the sales team, and the platform team to manage onboarding, engagement, and retention. This is a critical role with long-term growth potential as our team and platform scale globally.

Key Responsibilities

  • Provide high-quality Tier 1 support to customers via email and video meetings.

  • Manage onboarding and retention for our B2B platform, maintaining data in Airtable (CRM).

  • Assist clients with platform navigation, functionality, troubleshooting, and learner success.

  • Collaborate with Sales and Platform teams to ensure smooth handovers and client satisfaction.

  • Drive initiatives to boost learner engagement and add value to OT-SAT usage.

  • Send monthly reports and maintain regular client check-ins.

  • Create and maintain process documentation.

  • Gather feedback and work with the team to improve product and processes.

  • Support Content and Marketing teams with QA and other ad hoc tasks.

  • Manage projects related to platform growth, including feature enhancements and content updates.

  • Some out-of-hours calls may be required as we expand internationally.

About You

  • Excellent communication skills (verbal and written) with the ability to explain concepts clearly and professionally.

  • Strong attention to detail and accurate record-keeping.

  • Self-motivated, proactive, and able to work independently.

  • Highly organised with the ability to deliver timely results.

  • Enjoy building relationships and meeting new people.

  • Thrive in an agile environment and eager to learn and try new things.

  • Ideally 1–3 years' experience in a similar role.

  • Australian PR or citizen.

Why Join Secolve?

  • Be part of an exciting growth area in cyber security with global reach.

  • Access training and development opportunities.

  • Work on diverse projects that make a real difference.

  • Hybrid working model for flexibility.

  • We celebrate you with a day off on your birthday

How to Apply

If this sounds like you, please submit your resume and a short cover letter explaining how you meet the criteria for the Customer Success Specialist role.

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