Customer Success Manager - SMB

Pulse Recruitment; Sydney; Hybrid; AUD 104,000 - 127,000; Full time

Benefits offered by this job

Hybrid work arrangement

Bonus opportunity

Job summary

Pulse Recruitment is partnering with an Australian cybersecurity technology company to fill a newly created Customer Success Manager role. You will manage 200–220 SMB customers and act as a strategic advisor to senior stakeholders, driving product adoption and renewals while identifying growth opportunities.

The role offers a hybrid Melbourne-based setup (3 days in office, 2 days from home) with Sydney candidates considered.

Qualifications

• 4+ years’ experience across Customer Success, Account Management or SMB 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.

Responsibilities

• Manage a portfolio of approximately 200 to 220 SMB customers, typically ranging from 200 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.

Skills

Customer Success

Portfolio Management

Renewals

Account Growth

Stakeholder Engagement

Negotiation

SaaS

Cybersecurity

Salesforce

Tools

Salesforce

Job description

About the Opportunity

We’re partnering with an innovative AustralianCybersecurity Technology companyspecializing 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 anewly created Customer Success Manager positionwithin the growing Customer Success Team. You’ll manage a portfolio of approximately200 to 220 SMB 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 Managerwho 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 portfolioof approximately200 to 220 SMB customers, typically ranging from200 to 1,000 seats.
• Build trusted relationshipswithsenior and executivestakeholders, acting as astrategic customer advisor.
• Driveproduct adoption, customeroutcomes and ongoingvaluethrough regular engagementand business reviews.
• Help customersdevelop and maturetheir security awarenessprograms, aligning the platformwiththeir business objectives.
• Ownrenewals, retention andaccount growth, identifying upsell andcross-sell opportunities.
• Collaborate withSales, Onboarding andTechnical teams, providing initial technicalsupport and maintainingaccurate customer activityinSalesforce.

What We’re Looking For

• 4+ years’ experienceacross Customer Success, Account Management orSMB environments.
• Proven track recordmanagingcustomer portfolios, renewalsand commercial expansion.
• Confidence engagingsenior andexecutivestakeholdersand developingtrustedpartnerships.
• Strongconsultative, negotiationand problem-solvingabilities.
• Background inTechnology, SaaS, Cybersecurityor Professional Servicesis highly regarded.
• Comfortable withtechnology platforms, basictroubleshooting and CRMsystems such asSalesforce, with strong organizationand initiative.

Why Join?

• Salary package ofup to $115k+ Super + $31k Bonus.
• Manage anestablished SMB customer portfolio.
• Join acollaborative and high-performing Customer SuccessTeam.
• Take ownership ofcustomer relationships,renewals and accountgrowth.
• Build relationships withsenior stakeholdersand become atrusted advisor.
• Help organizationsstrengthen their cybersecurityawareness and reducehuman-related risk.
• Melbourne-based rolewith a hybridsetup, offering 3days in theoffice and 2days working fromhome. Candidates locatedin Sydney willalso be considered.

If you’re an experienced Customer Success Manager looking for a commercially focused role within a growing Australian technology business, we’d love to hear from you!