SaaS Customer Success Associate - Hybrid, Growth & Impact

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

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