Customer Success Manager

Phriendly Phishing is a rapidly growing Australian cybersecurity leader, empowering organisations to build stronger security cultures. Our innovative security awareness and phishing simulation training helps employees confidently identify and respond to today's most damaging threats - phishing, spear-phishing, ransomware, malware, and scams.

Our programs are measurable, scalable, and designed for everyone - no technical expertise required. With ambitious growth ahead, we're looking for a talented Customer Success Manager to help us deliver exceptional value and shape the future of cybersecurity training.

Reporting to the Head of Customer Success, The Customer Success Manager will help ensure our high value customers receive the tools and support needed to achieve their goals. The Customer Success Manager is responsible for building effective relationships with current customers & resellers, and for maximising the customer lifetime value within the assigned portfolio. This will be accomplished by delivering a great customer experience and maximising the use of our Phriendly Phishing solution, as well as delivering outcomes, results and value that exceed customer expectations.

The role:

• Develop strategies and plans to help customers achieve their security objectives.
• Guide onboarding and implementation, including account setup and best-practice training.
• Partner with platform administrators to build mature security awareness programs.
• Act as a trusted advisor, leveraging our cybersecurity content to strengthen security culture.
• Monitor adoption and health metrics; conduct regular business and strategic reviews.
• Collaborate with technical support to resolve complex issues and ensure smooth operations.
• Build strong relationships with stakeholders to drive long-term success and value.

Requirements:

• 4+ years' experience in account management or customer success with a deep understanding of customer-centric thinking. Experience in professional services, cyber security and/or technology industry will be highly regarded.
• Experience managing accounts with complex IT systems aligned to portfolio of customers
• Proven history managing customer expectations, building trust and stakeholder engagement through authenticity, problem solving and verbal / written communication skills.
• Familiarity with standard concepts, practices, and procedures within the IT Security Field (preferred)
• Experience using sales and support management tools such as Salesforce, HubSpot, Zendesk, Confluence/Jira and other systems

Interested but don't meet every item listed above? If you're excited about this role but your experience doesn't align precisely, please still apply. You could be just the right person for this role and Phriendly Phishing.

• This role requires full working rights in Australia, without current or future sponsorship.