TL;DR

Senior Customer Success Manager (AI, Cybersecurity): Managing named accounts across a global customer base, driving adoption and outcomes leading to renewals, expansion, and advocacy. With an accent on increasing Net Revenue Retention (NRR) through upsells and renewals based on quarterly quotas. Focus on conducting strategic business reviews with C-Suite executives, identifying and negotiating complex upsell/cross-sell opportunities, and managing customer escalations.

Location: Onsite in Sydney, Australia

Company

%hirify_global% is a global leader in AI for cybersecurity, founded in 2013, providing an essential cybersecurity platform protecting nearly 10,000 organizations with its proprietary AI.

What you will do

Manage a portfolio of increasingly larger and/or complex deployments, escalations, and renewals, creating client advocates and driving usage.
Conduct strategic business reviews with client executive leadership and health checks on deployment.
Present, discuss, and demonstrate %hirify_global% cyber threat defense solutions to C-Suite executives and information security experts.
Identify, nurture, and negotiate complex upsell and cross-sell opportunities.
Ensure customers are set up for success and facilitate renewals at the end of the subscription term.
Analyze customer engagement levels to assess risk and execute comprehensive action plans.
Manage complex customer escalations to resolution, leveraging cross-functional teams.
Mentor and provide guidance to junior staff and lead strategic initiatives to build team structure or advance wider segments.

Requirements

Minimum of 5 years of experience in Customer Success, Project Management, Business Development, Technical Account Management, Client Service, or Consulting.
Strong communication and presentation skills, with the ability to effectively communicate with senior business professionals across every industry vertical.
Advanced understanding of cybersecurity concepts.
Strong time management skills, self-motivation, and the ability to work effectively as part of a team.

Nice to have

Familiarity with enterprise networking technology.

Culture & Benefits

Work for a global leader in AI for cybersecurity.
Collaborate with Sales, Technical Resources, and Cyber Threat Analysts.
Opportunity to learn about cybersecurity and AI.
Commission awarded for increasing Net Revenue Retention (NRR) within your portfolio, based on a quarterly quota.
Support by over 2,400 employees around the world.