Customer Success Advisor at Airlock Digital in Melbourne, Australia

Job description

• We’re seeking a proactive, business-minded Customer Success Advisor who thrives on building strong relationships and driving measurable outcomes. This role is central to helping customers achieve their security goals, maximize the value of their investment, and grow their partnership with us. You’ll guide customers through their lifecycle, champion their success, and take full ownership of renewals and expansion opportunities.

Responsibilities

• Overseeing the full post-sales lifecycle for a defined set of customers, ensuring a seamless and value-driven experience from onboarding through renewal.
• Collaborating closely with Technical Success Engineers to translate customer objectives into actionable plans, ensuring technical enablement aligns with business outcomes.
• Developing and executing success strategies that promote adoption, drive measurable value, and strengthen long-term customer health.
• Acting as a strategic advisor by sharing product updates, best practices, and insights while representing the customer’s voice internally.
• Building trusted relationships with stakeholders at all levels — from hands-on practitioners to senior executives — to influence adoption, value realization, and account growth.
• Proactively identifying opportunities to expand product usage across business units and uncover new use cases that increase customer impact.
• Managing risk, navigating escalations, and partnering cross-functionally to ensure customer satisfaction and retention.
• Leading Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs), highlighting progress, outcomes, and strategic recommendations.
• Fully owning renewal cycles, forecasting retention, and partnering with Account Executives to drive expansion and upsell opportunities.
• Contributing to the evolution of Customer Success playbooks, processes, and best practices.
• Serving as the primary relationship owner — deeply understanding customer goals, use cases, stakeholders, and success metrics at all times.

Requirements

• Bachelor’s degree or equivalent experience.
• 8+ years of experience in Customer Success, Account Management, Engagement Management, or similar post-sales roles focused on driving adoption and customer outcomes.
• 4+ years of experience working with Cloud Security, Cybersecurity, or SaaS technologies.
• Strong communication skills and the ability to engage effectively with both technical and executive audiences.
• Comfortable operating in a fast-moving, high-growth environment.
• Excellent written and verbal communication skills, along with strong analytical and problem-solving abilities.
• A relationship-driven mindset and passion for partnering with customers to achieve meaningful results.
• Ability to manage multiple priorities while maintaining a high level of organization.
• Demonstrated success driving renewals, identifying expansion opportunities, and contributing to long-term customer retention.
• Bonus: Understanding of allowlisting solutions and associated security challenges.
• Experience with tools such as CRMs (HubSpot or Salesforce), CSPs, (ChurnZero, Gainsight) Gong, and Slack.
• Willingness to travel up to 30%

Skills

Required

• Strong communication skills
• Relationship-driven mindset
• Ability to manage multiple priorities
• Cloud Security
• Cybersecurity
• SaaS technologies
• CRM tools (HubSpot, Salesforce)
• CSPs (ChurnZero, Gainsight)
• Gong
• Slack

Benefits

• We don’t think money is everything, but we know it is an important part of your decision to apply for a role. Additional factors considered in extending an offer include responsibilities of the job, education, location, experience, knowledge, skills, abilities, and internal equity, alignment with market data, or applicable laws.
• Flexible Work Environment, Hybrid or Remote – Time Off - Paid Volunteering Time - Birthday Leave - Paid parental Leaves - Home Office Allowance