Customer Success Associate

CriticalArc; Sydney; Hybrid; AUD 70,000 - 100,000; Full time

Job summary

CriticalArc is seeking a Customer Success Associate to support customers using the SafeZone platform across Australia and New Zealand. The role is full-time with a hybrid arrangement based in the Sydney area, and involves troubleshooting, integrations, and helping customers realise long-term value from SafeZone.

You will work closely with customers and internal teams to resolve technical issues, support integrations, and provide onboarding support, while developing a strong understanding of how

Qualifications

• 2+ years experience in customer success, product support, or a customer facing role within a SaaS environment.
• Experience supporting live customers and production systems.
• Exposure to SSO, API, or SCIM integrations or a strong desire to learn.
• Familiarity with ticketing systems such as Zendesk or Jira.
• Intermediate skills in Excel or similar reporting tools.
• Strong written and verbal communication skills with the ability to explain technical concepts clearly.
• Comfortable working in a fast paced environment with multiple priorities.
• Strong collaboration skills and experience working cross functionally.
• Well organised, proactive, and able to take ownership of outcomes.
• Experience with Azure Active Directory, Okta, Power BI, or reporting automation is desirable.

Responsibilities

• Work directly with customers to troubleshoot technical issues and configuration questions.
• Support and troubleshoot integrations including SSO, API, and SCIM.
• Collaborate with customer IT teams and internal stakeholders to validate and optimise integrations.
• Diagnose and resolve issues across the SafeZone platform, customer environments, and integrations.
• Escalate complex issues and product defects to Engineering with clear documentation and context.
• Own customer support requests through Zendesk from first response through to resolution.
• Support customer onboarding, configuration, testing, and platform expansions.
• Assist with user training and customer rollouts alongside the Customer Success team.
• Prepare customer usage reports and insights to support retention and growth conversations.
• Contribute to team enablement by sharing learnings, best practices, and scalable approaches.
• Occasionally support digital engagement initiatives such as webinars, events, or targeted campaigns.

Skills

SSO integrations

API integrations

SCIM integrations

Customer success

Live production support

Ticketing tools

Excel reporting

Strong communication

Cross-functional collab

Tools

Zendesk

Jira

Job description

Location: Hybrid (Sydney preferred – 3 days in office / 2 days from home)

Reports to: Customer Sucess Director – ANZ

Travel: Up to 15% across Australia & New Zealand

At CriticalArc, we challenge the way organisations think about safety, security, and emergency management. Through SafeZone, our unified platform, we help universities, healthcare providers, corporates, and critical infrastructure organisations coordinate faster, respond smarter, and keep their people safe.

SafeZone supports millions of users globally and continues to scale as demand for connected, real time safety grows.

About the role

Our team is growing and we are looking for a Customer Success Associate to support customers using the SafeZone platform across Australia and New Zealand. Up to 15% across Australia & New Zealand as and when required.

This is a full time role based in our Hurstville office with a hybrid working arrangement. In this role, you will sit at the centre of the customer experience, working closely with customers and internal teams to resolve technical issues, support integrations, and help customers realise long term value from SafeZone.

This role is well suited to someone early in their SaaS career who is technically minded, naturally curious, and enjoys problem solving. You’ll be comfortable getting into the detail, working directly with customers, troubleshooting technical challenges, and developing a strong understanding of how modern SaaS platforms, integrations and systems work together and scale.

What you will be doing

• Work directly with customers to troubleshoot technical issues and configuration questions
• Support and troubleshoot integrations including SSO, API, and SCIM
• Collaborate with customer IT teams and internal stakeholders to validate and optimise integrations
• Diagnose and resolve issues across the SafeZone platform, customer environments, and integrations
• Escalate complex issues and product defects to Engineering with clear documentation and context
• Own customer support requests through Zendesk from first response through to resolution
• Support customer onboarding, configuration, testing, and platform expansions
• Assist with user training and customer rollouts alongside the Customer Success team
• Prepare customer usage reports and insights to support retention and growth conversations
• Contribute to team enablement by sharing learnings, best practices, and scalable approaches
• Occasionally support digital engagement initiatives such as webinars, events, or targeted campaigns

Your experience and skills

• Exposure to SSO, API, or SCIM integrations or a strong desire to learn
• 2+ plus years experience in customer success, product support, or a customer facing role within a SaaS environment
• Experience supporting live customers and production systems
• Familiarity with ticketing systems such as Zendesk or Jira
• Intermediate skills in Excel or similar reporting tools
• Strong written and verbal communication skills with the ability to explain technical concepts clearly
• Comfortable working in a fast paced environment with multiple priorities
• Strong collaboration skills and experience working cross functionally
• Well organised, proactive, and able to take ownership of outcomes
• Experience with Azure Active Directory, Okta, Power BI, or reporting automation is desirable
• Work on a product that has a genuine impact on people safety and wellbeing
• Clear growth pathways into customer success, technical specialist, or implementation focused roles
• Hands on exposure to onboarding, integrations, and customer delivery projects
• Ongoing learning through mentoring, training, and real customer environments
• Competitive salary and flexible hybrid working
• A supportive, inclusive team culture where people enjoy working together and doing meaningful work

CriticalArc is proud to be an equal opportunity employer. We are committed to creating a respectful and inclusive workplace free from discrimination or harassment of any kind.

If you are excited by technology that makes a difference and want to grow your career in customer success, we would love to hear from you.