- Job title
- Customer Success Manager (Associate)
- Job location
- AU / Remote (AU)
- Job description
- ### **About Cyble:**
Cyble is revolutionizing the landscape of cybersecurity intelligence. Founded in 2019, Cyble began as a visionary college project and has quickly transformed into a leading force in proactive cyber threat detection and mitigation, that is now globally significant, with people in 20 countries - Headquartered in Alpharetta, Georgia, and with offices in Australia, Malaysia, Singapore, Dubai, Saudi Arabia and India
Our mission is clear: to provide visibility, intelligence and cybersecurity protection using cutting-edge advanced technology, giving enterprises a powerful advantage. We democratize real-time intelligence about cyber threats and vulnerabilities, enabling organizations to take proactive measures and maintain robust cybersecurity. We strive to make the digital world a safer place for everyone.
At Cyble, artificial intelligence (AI) and innovation are central to all operations, with a commitment to continuous improvement and excellence in both products and business practices. Cyble values inclusivity, offering team members autonomy and flexibility to balance their professional and personal lives. Cyble fosters a culture where employees voices are heard, contributions are recognized, and everyone is encouraged to be part of something extraordinary. To learn more about Cyble, visit [**www.cyble.com**](http://www.cyble.com).
### **About the Role:**
We are looking for a dynamic and tech-savvy Customer Success Manager (CSM) with a strong understanding of Threat Intelligence (TI) and cybersecurity domains. The ideal candidate will act as the trusted advisor to customers — ensuring value realization, solving technical challenges with a solution-engineer mindset, and driving account growth through upsell and cross-sell opportunities.
This role is a perfect blend of relationship management, technical depth, and business acumen.
### **What You’ll Do at Cyble:**
**Customer Success & Retention:**
* Act as the primary point of contact for enterprise TI customers, ensuring smooth onboarding, adoption, and ongoing success.
* Translate customer goals into measurable outcomes through platform utilization and operational workflows.
* Monitor customer health scores and proactively engage at-risk accounts to prevent churn.
* Conduct weekly/monthly cadence, periodic business reviews (QBRs) highlighting ROI, performance metrics, and roadmap alignment with the managed services clients
**Technical & Solution Engineering Ownership:**
* Understand customers’ threat intelligence and security stack, identify integration points, and help them operationalize Cyble’s Threat intelligence (TI) capabilities.
* Serve as the technical bridge between the customer, product, and engineering teams to ensure issue resolution and feature feedback.
* Create customized use cases, workflows, and dashboards that align to customer-specific security needs (e.g., brand protection, phishing, or ransomware monitoring).
* Conduct product demos, feature enablement sessions, and train security teams to leverage full platform capability.
**Upsell, Cross-sell & Growth:**
* Identify opportunities to expand usage within existing accounts through additional modules, licenses, or services.
* Collaborate closely with Sales and Product Marketing to design strategic growth plans for key accounts.
* Own the renewal process end-to-end with a target of net revenue retention above 100%.
* Track and report upsell pipelines, customer satisfaction, and product adoption metrics.
**Cross-functional Collaboration:**
* Partner with Product Management to share customer insights, feature requests, and pain points.
* Collaborate with Threat Research, Engineering, and Support teams to ensure seamless customer experience.
* Represent the customer voice internally and contribute to product roadmap discussions.
### **What You’ll Need:**
**Must-Have:**
* 5+ years of experience in Customer Success, Technical Account Management, or Solution Engineering within the Cyber Threat Intelligence / Security SaaS domain.
* Strong understanding of CTI (TTPs, IOCs, malware analysis, dark web, vulnerability intelligence, etc.) or cybersecurity concepts
* Should have experience managing at least 15 clients simultaneously, with exposure to different geographies.
* Proven record of upselling/cross-selling within enterprise accounts.
* Excellent communication and presentation skills — ability to simplify complex technical problems.
* Experience using CRM and CS tools (HubSpot, Gainsight, Salesforce, JIRA, etc.)
**Good to Have:**
* Certifications such as CISSP, CEH, OSINT Analyst, or CTIA.
* Prior experience with platforms like Threat intelligence tools and AI workflow, Cyble Vision, or similar.
* Strong analytical mindset with the ability to map data insights to business outcomes.
**Personality & Cultural Fit:**
* Problem-solver – naturally curious, customer-obsessed, and solution-oriented.
* Growth mindset – driven by measurable impact, continuous learning, and innovation.
* Collaborative communicator – thrives in a fast-paced, cross-functional setup.
