Customer Success Manager at Cellebrite

Description

Company Overview:

Cellebrite’s (Nasdaq: CLBT) mission is to enable its customers to protect and save lives, accelerate justice, and preserve privacy in communities around the world. Cellebrite is a global leader in Digital Intelligence solutions for the public and private sectors, empowering organizations to master the complexities of legally sanctioned digital investigations by streamlining intelligence processes. Trusted by thousands of leading agencies and companies globally, Cellebrite’s Digital Intelligence platform and solutions transform how customers collect, review, analyze, and manage investigative digital data in legally sanctioned investigations.

Position Overview:

We are seeking a dedicated and experienced Customer Success Manager to join our team in Australia. The Customer Success Manager will strengthen key customer relationships by driving solution adoption and ensuring the success of Cellebrite’s largest existing and new customers. This role will report to the Customer Success Leadership within ANZ and work closely with cross-functional teams including Sales, Support, Engineering, and Product to deliver a world-class customer experience.

Key Responsibilities:

• Work directly with the company’s largest service providers and corporate customers to ensure solution adoption and customer success through product training and building relationships with key technical personnel.
• Collaborate with Sales Managers and Solutions Engineers to understand and prioritize customer technical business needs and use cases for Cellebrite’s solutions.
• Conduct quarterly meetings with key accounts to ensure business needs are being met with our solutions, while exploring opportunities for expansion within the account.
• Gather feedback from designated customers on Cellebrite solutions, including areas of success, improvement, and future enhancements. Provide that feedback to Product Management, Marketing, and Engineering.
• Serve as a point of escalation for unresolved technical support issues, coordinating with the Support team, customer, and various other internal resources to resolve incidents and ensure customer satisfaction.
• Ensure smooth and effective onboarding by demonstrating solution capabilities and helping maximize product value for new customers.
• Travel to customer sites as necessary, Prepare reports and documentation in support of the above activities.

Qualifications:

• Experience working within the police as an investigations supervisor or senior investigator is a significant advantage.
• Bachelor’s degree in a relevant field is nice to have but not mandatory.
• 3-5 years of experience in customer success, program/project management, or a related field within the technology industry.
• Experience working with pre/post technical sales and a strong understanding of customer success best practices.
• Background in telecommunications, mobile devices, IT security, and networking is highly desirable.
• Experience working in a global environment and with law enforcement or governmental agencies is a significant advantage.
• Exceptional leadership, communication, and interpersonal skills, with the ability to build strong relationships at all levels.
• Strong analytical skills and a demonstrated creative problem-solving approach.
• Passionate about customer experience and success, with a proven track record of driving customer satisfaction and retention.
• Highly organized, with the ability to work cross-functionally in a dynamic environment.
• Fluent in English; proficiency in other languages is an advantage.
• Willingness to travel across Australia and New Zealand (~40%).