Customer Success Manager
We are revolutionising how data drives business decisions.
About the Role:
* Lead important and innovative customer engagements to achieve high-value outcomes.
* Understand our customers' priorities and decision-making processes to foster successful relationships and growth.
* Align Splunk's resources with customer goals, anticipating needs and addressing risks.
* Build positive relationships with key customer collaborators, including senior leadership and product owners.
* Guide customers through standard methodologies, optimizing for success and minimising risks during implementation and onboarding.
Responsibilities:
* Partner with sales reps, technical account managers, and client architects to craft onboarding plans for our biggest and most important customers.
* Collaborate with customer leaders to develop customer success plans and a Splunk road map for effective onboarding and value realization of all their products and services.
* Explain the benefits of Splunk's products and solutions to improve existing cases and develop new ones to grow Splunk's customer base.
* Act as a customer advocate, ensuring we provide the best experience across all products, services, and partners.
* Prepare and present quarterly business reviews to executives.
* Take full responsibility for the customer life cycle.
* Be self-motivated, curious about technology, enjoy working with a phenomenal team, and have a positive presence.
Requirements:
* Based in Canberra, Australia.
* Experienced SaaS-focused with expertise in delivering tech outcomes.
* Experienced working at the Executive (C-Suite) level, both on the customer and vendor sides, to secure engagement and dedication.
* Background in Cybersecurity, IT Operations, or Observability.
* Not necessarily a technical seller, but able to connect Splunk's value to customer needs and explain benefits across Security, IT Ops, DevOps, and Observability to decision-makers. Confident with engaging technical personas and management.
* Uses a programmatic approach to set clear outcomes for the customer, build milestone-based plans, and engage both Splunk and customer ecosystems with defined accountabilities and results.
* Collaboration and presentation skills.
* Self-motivated with experience in leading programs and understanding how technology drives customer business.
* Organised and analytical, capable of overcoming onboarding obstacles with adaptive approaches.
* Comfortable working in a dynamic tech organisation with large customers who push technology through scale or new, critical use-cases.
* Inspiring leader, guiding customers to next steps and recognizing opportunities to involve other roles for deeper business and technical conversations.
* Growth mindset, using deep account access to identify additional opportunities, new use-cases, and keeping the sales ecosystem engaged for future opportunities based on excellent execution and outcomes at each step.
Good to Have:
* 12 years of validated experience in software, subscription services and IT/Security organisations, preferably with leadership experience.
* Experience using Splunk or adjacent technologies in a large enterprise environment preferred.
* Experience leading teams a plus.
* Management consulting experience a plus.
* Strong interpersonal skills, both written and oral, and an effective communicator of ideas to all levels of the business.
* Travel to visit customers in the region is required.
* Eager to learn, grow, and contribute to our expanding, dynamic team.
* Bachelor's degree or experience in a related field or substantial relevant on-the-job experience.