The Role
We're looking for a Senior Customer Success Manager to join our Customer Success Team and help us to continue providing value to our customers in Australia. Based in Australia and working remotely, you will play a key role in ensuring the success and satisfaction of our users throughout their journey with Filigran. You will collaborate closely with support, engineering, and product teams to align technical delivery with business goals, while acting as a trusted advisor to our customers.
Your Responsibilities
* Own and manage the full customer lifecycle: onboarding, adoption, training, and renewal
* Build strong, proactive relationships with customers in the Australian region
* Identify and support opportunities for upsell and cross-sell in partnership with Sales
* Coordinate with internal teams to resolve customer issues quickly and effectively
* Collaborate with Customer Support Engineers to ensure seamless communication and delivery in response to support tickets
* Collect and share customer feedback to improve product and service quality
* Track success metrics and use data to inform customer strategy and engagement
Who You'll Work With
* You will report to the Australian Head of Customer Success
* Work closely with Customer Support Engineers (CSEs), Sales, Product, and Engineering teams
* Partner with regional teams to serve a diverse customer base
* Collaborate cross-functionally to ensure high customer satisfaction and retention
Profile We're Looking For
* 3+ years of experience in Customer Success, Account Management, or a similar client-facing role in SaaS or tech
* Based in Australia with experience supporting national and regional customers
* Strong technical aptitude and ability to work with tools like OpenCTI or OpenBAS (training available)
* Excellent communication skills
* Comfortable in a remote, async-first culture
* Experience with CRM/CSM tools, customer journey tracking, and success metrics
* Familiarity with the cybersecurity sector, especially threat intelligence, is a plus
* Fluency in English
Compensation & Benefits
* Competitive pay + equity - everyone shares in our success
* Remote-first, flexible, and balanced - work that fits your life
* Your setup, your choice - pick the gear that works for you
* Twice-a-year gatherings - we meet in person for regional and global offsites to connect, collaborate, and strengthen our culture beyond the screen
Equal Employment Opportunity
We enable cybersecurity through inclusion - from code to culture.
At Filigran, we are proud to be an equal opportunity employer. We believe diversity of our people make our products and our team stronger. We welcome talent of every background, identity, and lived experience, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status.
What matters here is what you bring, not what you look like, where you're from, or how you identify.
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