Reporting to the Customer Success Director, the Mid-Market Customer Success Manager will help ensure customers receive the tools and support needed to achieve their goals. The CSM is responsible for building effective relationships with current customers and resellers, and for maximising customer lifetime value within the assigned portfolio. This will be accomplished by delivering a great customer experience and maximising the use of the Phriendly Phishing solution, as well as delivering outcomes, results and value that exceed customer expectations.
Key responsibilities
- Develop strategies and plans to help customers achieve their security objectives
- Guide onboarding and implementation, including account setup and best-practice training
- Partner with platform administrators to build mature security awareness programs
- Act as a trusted advisor, leveraging cybersecurity content to strengthen security culture
- Monitor adoption and health metrics; conduct regular business and strategic reviews
- Collaborate with technical support to resolve complex issues and ensure smooth operations
- Build solid relationships with stakeholders to drive long-term success and value
About you
- 4+ years' experience in account management or customer success with a deep understanding of customer-centric thinking
- Experience in professional services, cyber security and/or technology industry will be highly regarded
- Experience managing accounts with complex IT systems aligned to portfolio of customers
- Proven history managing customer expectations, building trust and stakeholder engagement through authenticity, problem solving and verbal / written communication skills
- Familiarity with standard concepts, practices, and procedures within the IT Security Field (preferred)
- Experience using sales and support management tools such as Salesforce, HubSpot, Zendesk, Confluence/Jira and other systems
- Full working rights in Australia, without current or future sponsorship required
About us
Phriendly Phishing is a rapidly growing Australian cybersecurity leader, empowering organisations to build stronger security cultures. Our innovative security awareness and phishing simulation training helps employees confidently identify and respond to today's most damaging threats - phishing, spear-phishing, ransomware, malware, and scams. Our programs are measurable, scalable, and designed for everyone - no technical expertise required.