Strategic Cloud Security Success Manager

Upwind Security; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

Upwind Security is seeking a Customer Success Manager (CSM) to own the strategic relationship with our customers, drive business value, and ensure long-term retention and growth across the Upwind platform.

As the counterpart to our Technical Account Managers, you’ll focus on customer outcomes, executive alignment, program management, renewal/expansion, and value realization across the Upwind platform. This role collaborates with Sales to accelerate adoption and maximize ROI.

Qualifications

• 3-5+ years in Customer Success, Account Management, or similar client-facing roles in SaaS or cybersecurity.
• 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.

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.

Skills

Customer Success

Account Management

SaaS cybersecurity

Executive communication

Stakeholder management

Program management

Cross-functional teamwork

Opportunity identification

Job description

Upwind Security is seeking a Customer Success Manager (CSM) to own the strategic relationship with our customers, drive business value, and ensure long-term retention and growth across the Upwind platform.

As the counterpart to our Technical Account Managers, you’ll focus on customer outcomes, executive alignment, program management, renewal/expansion, and value realization across the Upwind platform. This role collaborates with Sales to accelerate adoption and maximize ROI.