In-Store Customer Experience Specialist

Bennetts Green Warehouse; Sydney; Hybrid; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Wellbeing days

Tech allowance

Hybrid work model

Nearmap subscription

Job summary

Upwind is a next-generation Cloud Security Platform that prioritizes risk using runtime data and delivers precise insights for cloud posture management. We seek a Customer Success Manager (CSM) to own strategic relationships, drive business value, and ensure long-term retention and growth across the Upwind platform.

You will be the primary business-facing advisor for strategic customers, manage onboarding through renewal, surface expansion with Sales, and collaborate with TAMs, SAs, and Product

Qualifications

• 5+ years of experience in customer success, consulting, or technical pre-sales in SaaS/high-tech.
• Strong understanding of cloud security programs and modern security org structures.
• Exceptional communication, stakeholder management, and executive presentation skills.
• Proven track record of adoption, managing complex accounts, and leading cross-functional programs.

Responsibilities

• Serve as the primary business-facing contact for assigned strategic customers.
• Own the post-sale journey from onboarding through renewal with clear ownership.
• Own customer renewals and hygiene by tracking timelines and forecasting risk.
• Identify expansion opportunities in partnership with Sales by understanding customer initiatives.
• Collaborate with TAMs to drive adoption of new Upwind capabilities and track progress.

Skills

Communication

Stakeholder management

Executive presentation

Cloud security knowledge

Cross-functional collaboration

Education

Bachelor's degree in a relevant field

Job description

Job Description

Upwind is a next-generation Cloud Security Platform that leverages runtime context to identify and prioritize critical risks, providing precise insights and efficient cloud security management. Unlike traditional tools, Upwind uses runtime data proactively for risk prioritization and posture insights, ensuring teams focus on what truly matters. With industry-leading efficiency and eBPF-powered sensors, Upwind delivers comprehensive capabilities, including agentless cloud posture discovery, real-time threat protection, and integrated API security. From misconfigurations to malware defense, Upwind ensures end-to-end, cost-effective cloud infrastructure protection. At Upwind, you’ll have the opportunity to think creatively, explore new ideas, and use your skills to make a meaningful impact on our growth.

We’re looking for a Customer Success Manager (CSM) to own the strategic relationship with our customers, drive business value, and ensure long-term retention and growth. As the counterpart to our Technical Account Managers, you’ll focus on the customer’s outcomes, executive alignment, program management, renewal/expansion, and value realization across the Upwind platform.

Responsibilities

• Serve as the primary business-facing contact and trusted advisor for assigned strategic customers.
• Own the post-sale customer journey from onboarding through renewal, ensuring clear ownership and smooth handoffs across teams.
• Own customer renewals and hygiene by tracking timelines, forecasting risk, and ensuring early alignment with Sales.
• Identify and surface expansion opportunities in partnership with Sales by understanding customer initiatives, cloud footprint, and security roadmap.
• Collaborate with Sales on long-term account strategy and positioning of relevant Upwind capabilities.
• Partner closely with TAMs to drive adoption of new capabilities, communicate value, and track progress against success criteria.
• Develop and manage joint success plans aligned to customer objectives, KPIs, and success criteria.
• Build strong relationships across executive, security, DevOps, and cloud leadership.
• Ensure customers achieve measurable outcomes by operationalizing Upwind within their workflows and expanding usage over time.
• Lead Quarterly Business Reviews (QBRs), program reviews, and executive readouts.
• 5+ years of experience in customer success, consulting, or technical pre-sales in a SaaS or high-tech company.
• Strong understanding of cloud security programs, modern security org structures, and value-driven success methodologies.
• Exceptional communication, stakeholder management, and executive presentation skills.
• Proven track record of driving adoption, managing complex accounts, and leading cross-functional programs.
• Comfortable working in fast-paced environments and influencing both customer and internal priorities.
• Experience partnering with technical teams (TAMs, SAs, Product) and Sales to support customer outcomes and retention.
• Ability to connect technical capabilities to business impact, security outcomes, and ROI.

What does my onboarding program look like?

The initial onboarding program (AVS Academy) consists of an Orientation week, where graduates meet and network with senior leaders, get hands on experience at our Fulfillment Centre, learn more around our Day 1 culture and deep dive our Leadership Principles.

The second week consists of an AVS Functional Training curriculum, where graduates gain technical experience required for the Customer Success Manager role. The functional training week is structured around our key AVS pillars; Business Advice, Selection, Operational Excellence, Conversion and Traffic. AVS Academy is designed to develop our pipeline of future leaders, by exposing them to various learning and development opportunities.

You must be in the final year of a university undergraduate or postgraduate degree, or have completed a tertiary qualification in relevant field within the last 2-3 years.

12-24 months prior experience in Consulting or Finance, managing multiple stakeholders or working in data analytics is desired.

Additional Information

This role is based in our Sydney, Australia office, hybrid, with two anchor days in the office each week.

Nearmap offers a comprehensive benefits package including quarterly wellbeing days, wellbeing and technology allowance, hybrid flexibility, Nearmap subscription, and more.

Amazon is an Equal Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing. Companies include Nearmap and OTR Group details in descriptions are included as context for the roles.