Customer Success Manager

Partner Success Manager | Cybersecurity SaaS | Melbourne (Hybrid)

$80,000–$105,000 base + ~$20,000 commission (super on top)

If you're an associate Account Manager / CSM or Consultant and you're ready to own a portfolio with a high-growth Cyber Security SaaS firm - then this is for you.

Our client is a cybersecurity SaaS company purpose-built for Managed Service Providers (MSPs). Our client help MSPs protect their clients through accessible, powerful policy management tools and they're growing fast. Their partner base is scaling significantly over the next few months, and they need someone who can grow with it.

This isn't a reactive support role. It's a proactive relationship role where your job is to make sure every partner in your book of business is getting genuine value from the platform and staying because they want to, not because switching is a hassle.

The role

You'll take ownership of a portfolio of MSP partners - currently around 40-50 accounts at ~$50k MRR . The Implementation Manager handles the first three months post-sale, so by the time accounts land on your desk, they're live and onboarded. Your job is everything after: adoption, engagement, health, and renewal.

In practice, that means:

• Running QBRs and strategic partner reviews that actually move the needle — not box-ticking exercises
• Proactively identifying where partners aren't using the platform fully and building plans to fix that
• Building relationships with both the technical and commercial contacts inside each partner organisation
• Driving renewals and hitting a retention target of ~1.3–1.4% churn (low — and that's the point)
• Working closely with Product and Sales to make sure partner feedback shapes the roadmap
• Showing up at industry events and roadshows as a genuine face of the brand
• Picking up the phone. Not just emailing. Actually calling.

You'll use HubSpot, Microsoft 365, Fathom, and AI copilots day-to-day - we expect you to work smart, not just hard.

What success looks like

By 30 days: You've met your portfolio, understand the platform, and have a clear picture of account health across the book.

By 60 days: You're running your own QBRs, have identified at-risk accounts, and have adoption plans in motion for low-engagement partners.

By 90 days: You're fully owning renewals, your churn numbers are on track, and you're contributing to how the team thinks about partner success at scale.

Who we're looking for

• 1-2 years in Account Management, Customer Success, or Partner Success OR you come from a consultancy background whereby you run workshops, conduct regular face-face meetings / facilitation.
• You don't need to be a security expert, but you need to be curious about technology and comfortable talking to technical people.
• More than anything, we're looking for someone who's proactive by default.
• Someone who looks at their book of business and asks "where's the opportunity?" rather than waiting for accounts to raise their hand.

You should apply if:

• You're an associate CSM/PSM or consultant at the moment and want to step up into a role where you become responsible and accountable for managing the book of accounts
• You are comfortable running meetings with both technical and commercial stakeholders
• You are organised enough to manage 50+ accounts without things falling through the cracks
• You pick up the phone without being asked to
• You want to build a long-term career in Customer / Partner Success — not just fill a seat

What's in it for you

• $80,000–$105,000 base salary + ~$20,000 commission (retention and payment performance accelerators)
• Hybrid working — Melbourne based, flexible scheduling
• A portfolio that's actively growing, which means real career trajectory, not a static book
• A collaborative global team with genuine investment in your development
• A product that solves a real problem for partners — making your job easier to do with conviction

The process

Short and sharp: an initial conversation with the talent team, followed by a meeting with the hiring manager, and a practical role-play interview with the Head of Post Sales.

We won't waste your time.

To apply or learn more, reach out directly or submit your application below.