Customer Success Manager - Remote

Who Are We?

Airlock Digital is the global leader in application control and allowlisting, providing cutting-edge solutions that protect organizations worldwide from cyber threats. Our innovative platform allows businesses to "Allow what you trust. Prevent what you don't," helping them safeguard critical systems with confidence. With a deep understanding of the operational challenges in cybersecurity and extensive industry experience, Airlock Digital's mission is to make allowlisting accessible, scalable, and straightforward for all users.

We are expanding rapidly across Australia, North America, and EMEA to support our growing global customer base. Our team members are a bunch of awesome humans, who are friendly, collaborative and humble rock stars – we work hard and are always willing to help each other out.

We are proud to have been recognized as one of Australia's Greatest Places to Work in 2024. Our leadership team emphasizes flexibility, understanding that team members thrive when they can work in an environment that suits them. We trust our team members to excel in their roles, fostering a culture of empowerment and collaboration.

What We Are Looking For

We are seeking to appoint a Customer Success Manager to join our dynamic team and drive customer satisfaction. This opportunity will suit someone who has a passion for building strong customer relationships, thrives in a collaborative environment, and loves ensuring customers achieve their goals and see great value in our services. A brief view into what the role entails….

• Guide new managed customers through onboarding to ensure successful implementation and adoption of the Airlock Digital product.
• Collaborate with customers to define their business objectives and align them with Airlock Digital software solutions.
• Develop strategies to drive maximum value from our solutions based on customer desired outcomes.
• Identify unmet needs and customer pain points to feed into our product roadmap.
• Serve as primary day-to-day customer contact and strategic partner for key customers.
• Develop and maintain strong relationships with key stakeholders within customer organisations.
• Expand revenue in accounts through up-sell and cross-sell activities.
• Occasional travel required for conferences, customer events, or visits to support role responsibilities effectively.
  
  

Expertise In One Or More Of The Following

• Proficiency with Windows-based operating systems; familiarity with Linux and macOS.
• Understanding of network ports, firewalls, SSL negotiation, and endpoint security products.
• Familiarity with Log Management and SIEM technologies.
• Broad IT knowledge as an IT generalist
  
  

What You’ll Need

• 3+ years’ experience in a similar technical role, with experience managing customer-facing implementation projects.
• Technical knowledge of cyber security industry best practices and procedures.
• Commitment to providing exceptional customer service and collaborating with security research teams to enhance service quality.
• Strong problem-solving skills with the ability to work independently, under pressure, and manage conflicting priorities, along with patience and positivity, with the ability to stay focused in a growing and changing scale-up environment.
• Demonstrated ability to manage and grow large enterprise accounts, delivering exceptional customer satisfaction and business outcomes.
• Excellent verbal and written communication and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels of an organisation.
• Applicants will need to have the unrestricted right to work in Australia to be eligible for this role.
• Successful applicants will need to be willing to obtain a National Police Clearance as part of our final stages of the recruitment process
  
  

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 $140,000-150,000, excluding superannuation. Salary is determined by a range of factors, including location, relevant work experience, skills and certifications
• Flexible Work Environment: One of our key benefits is the flexibility we offer team members within their working schedule and working environment. As a result, this role can be either a hybrid position working remotely and in person at the Adelaide office, or a fully remote role, based anywhere in Australia.
• Paid Volunteering Time: We encourage giving back to the community with dedicated paid volunteering hours.
• Birthday Leave: We offer team members the opportunity to celebrate their birthday annually with a paid day off of birthday leave, to be taken anytime during the team member’s birthday month, at no cost to their annual leave balance.
• Paid parental Leave: We offer 6 weeks paid parental leave for our team members that have been with us for at least 6 months
• Home Office Allowance: A $1,200 allowance to help you set up your home office.
  
  

We believe in supporting our team members both personally and professionally, fostering an environment where everyone can thrive.

Please note: All interviews are conducted virtually.

We will be assessing applications as they come in, so we encourage you to hit Apply Now and send your resume through to us as soon as possible. No resumes from recruitment agencies, thank you.