Customer Success Manager - Mid-Market

Pulse GTM; Sydney; Hybrid; AUD 113,000 - 138,000; Full time

Benefits offered by this job

Hybrid work arrangement

Bonus opportunities

Job summary

Pulse GTM, an Australian cybersecurity technology company, is seeking a Customer Success Manager to manage a mid-market portfolio of 100–120 customers (201–1,000 seats) and drive renewals and expansion.

You will build trusted executive relationships, drive product adoption, and help clients mature their security awareness programs while coordinating with Sales, Onboarding and Technical teams. This is a Melbourne-based role with a hybrid setup; Sydney candidates will be considered.

Qualifications

• 4+ years in CS, AM, or mid-market roles.
• Proven renewals and commercial expansion.
• Experience engaging senior stakeholders and partners.
• Strong consultative, negotiation and problem-solving skills.
• Background in Tech, SaaS, Cybersecurity or PS is valued.
• Familiar with Salesforce CRM and basic troubleshooting.

Responsibilities

• Manage a portfolio of 100–120 mid-market customers (201–1,000 seats).
• Build trusted relationships with senior stakeholders as strategic advisor.
• Drive product adoption and customer outcomes through regular reviews.
• Help customers mature security awareness programs aligning with business goals.
• Own renewals, retention and account growth; identify upsell opportunities.
• Collaborate with Sales, Onboarding and Technical teams; maintain Salesforce records.

Skills

Customer Success

Account Management

Mid-Market

Renewals

Upsell

Cross-sell

Salesforce

Tools

Salesforce

Job description

We’re partnering with an innovative Australian Cybersecurity Technology company specializing in security awareness and phishing simulation solutions.

Its platform helps organizations educate employees to recognize and respond to common cyber threats, including phishing, spear-phishing, ransomware, malware and scams. Through measurable and scalable training solutions, the business helps customers strengthen their security culture and reduce human-related cyber risk.

This is a newly created Customer Success Manager position within the growing mid-market Customer Success Team. You’ll manage a portfolio of approximately 100 to 120 mid-market customers, building trusted relationships and helping organizations maximize the value of the platform throughout the customer lifecycle.

The role is ideal for a commercially minded Customer Success Manager who enjoys building strong customer relationships, driving product adoption, identifying growth opportunities and taking ownership of renewals, retention and customer outcomes.

What You’ll Be Doing

• Manage a portfolio of approximately 100 to 120 mid-market customers, typically ranging from 201 to 1,000 seats.
• Build trusted relationships with senior and executive stakeholders, acting as a strategic customer advisor.
• Drive product adoption, customer outcomes and ongoing value through regular engagement and business reviews.
• Help customers develop and mature their security awareness programs, aligning the platform with their business objectives.
• Own renewals, retention and account growth, identifying upsell and cross-sell opportunities.
• Collaborate with Sales, Onboarding and Technical teams, providing initial technical support and maintaining accurate customer activity in Salesforce.

What We’re Looking For

• 4+ years’ experience across Customer Success, Account Management or Mid-Market environments.
• Proven track record managing customer portfolios, renewals and commercial expansion.
• Confidence engaging senior and executive stakeholders and developing trusted partnerships.
• Strong consultative, negotiation and problem-solving abilities.
• Background in Technology, SaaS, Cybersecurity or Professional Services is highly regarded.
• Comfortable with technology platforms, basic troubleshooting and CRM systems such as Salesforce, with strong organization and initiative.

Why Join?

• Salary package of up to $125k + Super + $31k Bonus.
• Manage an established mid-market customer portfolio.
• Join a collaborative and high-performing Customer Success Team.
• Take ownership of customer relationships, renewals and account growth.
• Build relationships with senior stakeholders and become a trusted advisor.
• Help organizations strengthen their cybersecurity awareness and reduce human-related risk.
• Melbourne-based role with a hybrid setup, offering 3 days in the office and 2 days working from home. Candidates located in Sydney will also be considered.