Premium Customer Success Manager

About the role

DigiCert, a global leader in digital trust, is looking for a Premium Customer Success Manager in Melbourne. You will manage some of DigiCert's largest Enterprise PKI, IoT and TLS clients, acting as their main point of contact and building strong relationships through proactive communication, strategic planning and cross-functional collaboration with Product, Services, Support, Compliance and Sales.

Key responsibilities

• Understand customers' business objectives and how DigiCert's solutions affect them, and recommend additional features to strengthen their security posture
• Build and manage relationships with internal teams across Sales, Support and Product Management
• Present customer business reviews to executives, technical contacts and internal stakeholders
• Monitor service renewals and expirations, communicate upcoming service changes and escalate technical issues to stakeholders
• Manage the customer lifecycle so clients realise value in their investment and stay satisfied
• Support Sales account managers with renewals of entitlements and solutions, and provide accurate reporting

Required profile

• 2+ years of customer success, relationship or account management experience in digital security, SaaS or software
• Previous experience in sales engineering, customer service or another customer-facing role
• Project management experience, such as PMP or CAPM certification
• Experience with enterprise customers and in a fast-paced, challenging environment
• Nice to have: tertiary qualification and a digital security industry certification

Required skills

• CRM tools such as Microsoft Office and Salesforce
• Excellent written and verbal communication skills
• Ability to analyse complex situations and work cross-functionally

What we offer

• Competitive compensation and a comprehensive benefits package
• Paid time off, family-friendly leave and health and wellness support
• Employee Assistance Program, education assistance and access to LinkedIn Learning
• Employee referral bonus and additional perks