Customer Success Manager

Location: Canberra, Australia - Remote Who Are We?About Airlock Digital Airlock Digital is a global leader in application control and allowlisting. We seek to empower every organization to run only what they trust and operate free from malware and ransomware.  With rapid growth across Australia, North America, and EMEA. We are committed to our core values, respect, determination, and integrity. We support a diverse and expanding global customer base. At Airlock, we pride ourselves on being a team of humble, collaborative, and driven professionals who support one another and share a passion for cybersecurity. What We Are Looking For The Customer Success Manager (CSM) is responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. The CSM works closely with our customers alongside Sales, Customer Support, and Product Management and Finance teams to ensure our services are delivered successfully. Key Responsibilities

• Guide new managed customers through the onboarding to ensure the successful implementation and adoption of the Airlock Digital product
• Demonstrate a deep understanding of Endpoint cybersecurity products and services to effectively communicate value to customers
• Collaborate with customers to define their business objectives and align them with Airlock Digital software solutions.
• Understand the customer's desired outcomes and develop strategies to drive maximum value from our solutions.
• Identify unmet needs and customer pain points through a deep understanding of our customers, their needs and feedback. These will be fed into our product roadmap.
• Ensure alignment with customers on objectives, as well as on performance and satisfaction metrics.
• Identify, develop & implement workarounds to bridge product issues or limitations to achieve customer outcomes.
• Help design and implement customer engagement programs, including training for new user onboardings, and periodic strategy / performance reviews.
• Serve as primary day-to-day customer contact and strategic partner for key customers, overseeing the value customers achieve from our product.
• Support the development and implementation of customer service standards & best practices with customer feedback.
• Work across our business to represent the ‘voice of the customer’ in internal meetings (e.g., feature review and prioritisation, support improvements, etc).
• Develop and maintain strong relationships with key stakeholders within customer organisations, including C-level executives, decision-makers, and end-users. Serve as the primary point of contact for strategic accounts, addressing their concerns and acting as a trusted advisor.
• Expand revenue in accounts through up-sell and cross-sell activities

Required Skills & Qualifications

• +3 years’ experience in a comparable role, preferably in Cybersecurity.
• Passion for IT/cyber security.
• Motivated by continual learning and improvement.
• Possesses an exceptional customer service ethic.
• A proactive problem solver.
• Quickly establish rapport with others.
• Communicate clearly both verbally and in writing.
• Demonstrated ability to manage and grow large enterprise accounts, delivering exceptional customer satisfaction and business outcomes.
• Strong strategic thinking and problem-solving skills, with the ability to navigate complex customer environments and identify solutions.
• Excellent communication and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels of an organisation.
• Results-driven mindset with a focus on driving customer success and achieving business goals.
• Technical proficiency and the ability to understand and articulate software solutions.

What We Offer We don’t think money is everything, but we know it is an important part of your decision to apply for a role. This position has a salary range of AUS 110,000-140,000. Additional factors considered in extending an offer include responsibilities of the job, education, location, experience, knowledge, skills, abilities, and internal equity, alignment with market data, or applicable laws.  Flexible Work Environment, Hybrid or Remote – Time Off - Paid Volunteering Time - Birthday Leave - Paid parental Leaves - Home Office Allowance Our Commitment We believe in supporting our team members both personally and professionally. Named one of the Australia’s Greatest Places to Work and 5th best technology company for 2025, we value flexibility, trust, and a work environment that empowers our team to do their best work. We will be assessing applications as they come in, so we encourage you to send your resume through to us as soon as possible. All official job offers from our company are extended directly by our recruitment team and will be sent through an official BambooHR document for your review and signature. Please be aware that we do not ask for any personal information in the process of extending offers of employment, such as financial details. Upon acceptance of any offer, we will request such information as part of the onboarding process prior to or on your first day of employment, and only after completing a National Police Check through an authorized third-party vendor. If you receive any communication asking for personal details outside of these processes, please contact us immediately to verify the authenticity of the request. Your security is important to us, and we are committed to a safe and transparent hiring experience. No contact from recruitment agencies, thank you!