Job Description

Netcraft is the global leader in cybercrime detection and disruption. We're a trusted partner for three of the four largest companies in the world and many large governments. We've blocked almost 200 million cyber-attacks to date, and we take down around 33% of the world's phishing attacks.

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Our purpose and passion are focused on just one thing: protecting the world from cybercrime.

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That passion shapes how we work, too. We're proud of our talented team and the value each person brings, and we've built a workplace where people feel supported and inspired. From strong benefits and wellness programs to meaningful collaboration and team connection.

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Role

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Reporting to the Director of Account Management, you will build and maintain strong, long-lasting relationships with Netcraft's customers across the APAC region – maximising the value derived from our services, driving renewals and expansion, and becoming a trusted partner to stakeholders at every level. As Netcraft's APAC presence grows, so will this role. This role is based out of our Melbourne office on a hybrid basis, with the expectation of being in the office on Mondays and Wednesdays each week.

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Responsibilities

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- Manage a book of customers across APAC spanning multiple industries including technology, financial services, and retail — adapting your approach to the size, complexity, and strategic value of each account
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- Utilise automation and high-efficiency processes to manage your book effectively, while delivering high-touch, tailored engagement for key accounts and senior stakeholders
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- Serve as the long-term customer relationship manager — renewing and expanding cybersecurity services throughout the life of each partnership
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- Meet regularly with customers both in person and remotely, flexing your communication style to suit the audience
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- Travel periodically for customer visits and industry events
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- Build and manage relationships across the full stakeholder spectrum,



from operational team members through to senior executives
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- Understand customer requirements, objectives, and opportunities, and become the customer's voice internally to prioritise and drive service improvements
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- Identify and facilitate opportunities for customers to expand services, based on a solid understanding of their business and the cybercrime threat landscape
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- Develop customer knowledge of Netcraft's services, present service performance results, and respond to customer questions
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- Provide customers with Netcraft's insights into the cybercrime threat landscape as it applies to their specific business and industry
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- Own the customer renewal and upsell process internally to ensure alignment within Netcraft's systems
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Qualifications

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- 3–4 years of Account Management experience managing a varied book of business, with a track record of strong renewal and expansion outcomes and consistently meeting or exceeding upsell targets
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- Strong renewal rate achievement of 92% and above across your personal book of business
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- The ability to flex your approach — comfortable managing accounts efficiently at scale while delivering personalised, strategic engagement where it matters most
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- Strong communication skills across written, analytical, and presentation formats, with the ability to engage and influence stakeholders at all levels
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- Mandarin proficiency is essential, as a portion of customer interactions will be conducted in Mandarin to support Mandarin-speaking markets within the APAC territory
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- Experience managing complex customer requests: identifying and understanding requirements, communicating them internally, and managing customer expectations throughout
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- Familiarity with CRM and account management tools to support efficient management of a large book of business
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- Self-motivation, determination, resilience, and a positive, solutions-focused approach
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- Solid ability to collaborate cross-functionally and cross-geographically, working effectively with teams across APAC, the UK, and the US
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- A background in cybercrime or internet security is ideal but not required. A genuine interest in developing knowledge in the cybercrime space, including threats such as phishing and malware, is essential
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Benefits

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- 20 days Annual Leave, and 15 days Personal Leave per annum
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- Enhanced Parental Leave pay
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- Employer contributions to private health insurance
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- Life assurance at 4 x salary
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- Equity Tracking Units allowing you to share in Netcraft's long term success (eligibility criteria apply)
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- Hybrid and flexible working options
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- Meals, snacks, and drinks provided in the office
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- Comprehensive health, safety, and wellness service available 24/7 for you and your family
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- Two paid Learning & Development days per year plus open access to varied learning resources to support your career
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- Two paid Volunteering Days per year, to allow you to contribute to the wider community
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- Spot reward bonus scheme to recognise truly outstanding contributions
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- 12% employer superannuation contribution
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Diversity, Equity & Inclusion

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This is deeply important to us. Through our ally network, we support under-represented groups and maintain a working environment free from bias, harassment, or discrimination. We encourage candidates from all backgrounds to apply.

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Please note

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Netcraft does not accept unsolicited approaches from external recruiters.

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📌 APAC Account Manager Melbourne, Victoria, Australia
🏢 Netcraft
📍 Victoria