Customer Success Manager (Technical)

Description

At AlgoSec, What you do matters! 

Over 2,200 of the world’s leading organizations trust AlgoSec to help secure their most critical workloads across public cloud, private cloud, containers, and on-premises networks.  

Join our global team, securing application connectivity, anywhere.  

We are the leader in hybrid, multi-cloud cybersecurity for secure application connectivity in a hybrid world. Our AI-driven platform provides visibility, real-time threat detection, and compliance automation for enterprise customers. With strong market traction, year on year ARR growth and profitable, we are entering a high-growth phase as we go deeper into cloud and looking for a proven sales leader to scale revenue and expand our go-to-market reach globally.    

We are hiring a Customer Success Manager to join our Sales team.  

CSMs are strategic and technical advisors who help our enterprise customers adopt, optimize, and expand their use of AlgoSec’s solutions. As a CSM, you’ll own post-sales success, driving adoption, value realization, and customer satisfaction while partnering closely with Sales, Technical Services, Product, and Engineering. You’ll combine relationship management with a strong grasp of IT security infrastructure to guide customers through successful adoption and expansion. 

Reporting to: VP, Global Customer Success 

Location: Sydney/Melbourne, Australia (Home office)  

Direct employment   

Responsibilities: 

• Drive Customer Adoption: Identify adoption gaps, build tailored success plans, and align product use cases to value realization. 
• Monitor Adoption Health: Track adoption across your portfolio and create quarterly improvement plans. 
• Support Renewals: Partner with the renewals team to connect adoption health with renewal outcomes. Flag churn risks early and lead mitigation efforts. 
• Identify Expansion Opportunities: Collaborate with internal teams and sales to uncover and quantify growth potential. 
• Be a Trusted Advisor: Build strong relationships with key stakeholders and guide customers with best practices and strategic insights. 
• Lead Customer Engagements: Host Executive Business Reviews (EBRs) and maintain proactive, high-value touchpoints. 
• Document Value: Capture use cases, success stories, and lessons learned to enrich our Customer Success knowledge base. 
• Advocate Internally: Represent the customer’s voice and ensure their needs are championed across the organization. 

Requirements

Requirements: 

• 5+ years in Customer Success or similar roles within enterprise software, preferably in security or systems integration. 
• Proven experience managing strategic and enterprise-level customers with measurable success. 
• Strong understanding of network security, governance, audit, risk, and compliance practices. 
• Customer-first mindset, highly proactive, and comfortable with client-facing engagements (calls/visits). 
• Excellent consulting, project management, and data-driven decision-making skills. 
• Solid knowledge of security tech (firewalls, IDS/IPS, SDN, compliance) and APIs (Java, REST). 
• Familiarity with infrastructure, cloud (public/private/hybrid), and networking (LAN/WAN). 
• Resilient and adaptable in dynamic, fast-paced environments. 
• Executive presence and ability to manage high-stakes conversations and escalations. 
• Willingness to travel up to 50% of the time 

Advantages: 

• Experience with Salesforce.com and Gainsight. 
• Technical depth in TCP/IP v4, VRF, AWS VPC, routing, firewall policies, LDAP, and Radius. 

AlgoSec is an Equal Opportunity Employer (EEO), committed to creating a friendly, inclusive environment that is a pleasure to work in, and where there is an unbiased acceptance of others. AlgoSec believes that diversity and an inclusive company culture are key drivers of creativity, innovation and performance.  

Furthermore, a diverse workforce and the maintenance of an atmosphere that welcomes versatile perspectives will enhance our ability to fulfill our vision.