Customer Success Manager

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.

Here's how you'll make a difference:

• Be the key point of contact for a portfolio of US-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.

What makes you a great fit:

• 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 (Account Manager or Account Executive), ideally in a SaaS environment,

• You have a proven track record of handling a similarly sized Book of Business, with the experience to juggle multiple priorities and adapt to varying customer needs,

• You're comfortable handling technical setups and liaising with support or engineering teams when needed,

• You're confident and credible in commercial conversations, including upsells, renewals, and value-based negotiations,

• You have experience maintaining multiple stakeholders - internally and externally - across a range of customer sizes and complexity,

• You're resilient – comfortable in a dynamic environment and able to adapt to change,

• Prior experience in a high-growth scale-up or start-up environment is a strong plus – you know how to adapt and move rapidly,

• You thrive in a collaborative team culture and actively contribute to shared learning and success,

• You're happy to travel ~30% of the time for customer onsites and industry events,

• You communicate fluently in English, both verbally and in writing,

• You're based in Sydney or within a reasonable commuting distance to our office in the Sydney CBD, as you'll be working closely with our local team.

What we offer*

• Work/Life balance: Flexible hours, 33 vacation days

• Wellbeing and financial support: Access to Open Up, corporate discounts

• Connection & community: Virtual events, collaborative team activities, and opportunities for local meet-ups

• And the list goes on: Tech equipment, referral bonuses, dog-friendly HQ

*Perks and benefits listed above are for full-time employees and may vary slightly by office location. These are just a sample — you'll learn more during the interview process.

About Us

At SoSafe, we're on a mission to make the digital world safer by addressing the human factor in cybersecurity. As one of the fastest-growing security awareness scale-ups worldwide, we leverage behavioural science and data-driven learning to empower people against cyber threats. Our Human Risk Management approach helps organisations turn their employees into their strongest line of defence.

Backed by leading VCs like Highland Europe and Global Founders Capital, we're rapidly expanding across the globe. We're looking for team players who want to drive meaningful change in cybersecurity, take ownership of their work, and grow with us.

If you thrive in a vibrant, purpose-driven environment that values innovation, diversity, and collaboration, then this is the place for you