Customer Success Advisor

Location: Melbourne, Australia

Who Are We?

About Airlock Digital:

Airlock Digital is a global leader in application control and allowlisting. We seek to empower every organization to run only what they trust and operate free from malware and ransomware.

With rapid growth across Australia, North America, and EMEA. We are committed to our core values, respect, determination, and integrity. We support a diverse and expanding global customer base. At Airlock, we pride ourselves on being a team of humble, collaborative, and driven professionals who support one another and share a passion for cybersecurity.

What We are Looking For:

We’re seeking a proactive, business-minded Customer Success Advisor who thrives on building strong relationships and driving measurable outcomes. This role is central to helping customers achieve their security goals, maximize the value of their investment, and grow their partnership with us. You’ll guide customers through their lifecycle, champion their success, and take full ownership of renewals and expansion opportunities.

Key Responsibilities:

• Overseeing the full post-sales lifecycle for a defined set of customers, ensuring a seamless and value-driven experience from onboarding through renewal.
• Collaborating closely with Technical Success Engineers to translate customer objectives into actionable plans, ensuring technical enablement aligns with business outcomes.
• Developing and executing success strategies that promote adoption, drive measurable value, and strengthen long-term customer health.
• Acting as a strategic advisor by sharing product updates, best practices, and insights while representing the customer’s voice internally.
• Building trusted relationships with stakeholders at all levels — from hands-on practitioners to senior executives — to influence adoption, value realization, and account growth.
• Proactively identifying opportunities to expand product usage across business units and uncover new use cases that increase customer impact.
• Managing risk, navigating escalations, and partnering cross-functionally to ensure customer satisfaction and retention.
• Leading Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs), highlighting progress, outcomes, and strategic recommendations.
• Fully owning renewal cycles, forecasting retention, and partnering with Account Executives to drive expansion and upsell opportunities.
• Contributing to the evolution of Customer Success playbooks, processes, and best practices.
• Serving as the primary relationship owner — deeply understanding customer goals, use cases, stakeholders, and success metrics at all times.

Required Skills & Qualifications:

• Bachelor’s degree or equivalent experience.
• 8+ years of experience in Customer Success, Account Management, Engagement Management, or similar post-sales roles focused on driving adoption and customer outcomes.
• 4+ years of experience working with Cloud Security, Cybersecurity, or SaaS technologies.
• Strong communication skills and the ability to engage effectively with both technical and executive audiences.
• Comfortable operating in a fast-moving, high-growth environment.
• Excellent written and verbal communication skills, along with strong analytical and problem-solving abilities.
• A relationship-driven mindset and passion for partnering with customers to achieve meaningful results.
• Ability to manage multiple priorities while maintaining a high level of organization.
• Demonstrated success driving renewals, identifying expansion opportunities, and contributing to long-term customer retention.
• Bonus: Understanding of allowlisting solutions and associated security challenges.
• Experience with tools such as CRMs (HubSpot or Salesforce), CSPs, (ChurnZero, Gainsight) Gong, and Slack.
• Willingness to travel up to 30%

What We Offer:

We don’t think money is everything, but we know it is an important part of your decision to apply for a role. Additional factors considered in extending an offer include responsibilities of the job, education, location, experience, knowledge, skills, abilities, and internal equity, alignment with market data, or applicable laws.

Flexible Work Environment, Hybrid or Remote – Time Off - Paid Volunteering Time - Birthday Leave - Paid parental Leaves - Home Office Allowance

Our Commitment:

We believe in supporting our team members both personally and professionally. Named one of the Australia’s Greatest Places to Work and 5th best technology company for 2025, we value flexibility, trust, and a work environment that empowers our team to do their best work.

We will be assessing applications as they come in, so we encourage you to send your resume through to us as soon as possible. All official job offers from our company are extended directly by our recruitment team and will be sent through an official BambooHR document for your review and signature. Please be aware that we do not ask for any personal information in the process of extending offers of employment, such as financial details or social security numbers. Upon acceptance of any offer, we will request such information as part of the onboarding process prior to or on your first day of employment, and only after completing a background check through an authorized third-party vendor. If you receive any communication asking for personal details outside of these processes, please contact us immediately to verify the authenticity of the request. Your security is important to us, and we are committed to a safe and transparent hiring experience. No contact from recruitment agencies, thank you. #LI-REMOTE #LI-LC1