Customer Success Manager
Nozomi Networks
Salary undisclosed
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Description
Now is an amazing time to join Nozomi Networks as we build the future of OT and IoT cybersecurity.
We defend some of the world’s largest organizations and critical infrastructure in more than 68 countries and we’re just getting started. Our AI-powered cybersecurity platform secures operational technology (OT) and Internet of Things (IoT) infrastructures for enterprises and government entities across energy, manufacturing, transportation, resources, and critical infrastructure.
As we expand our product portfolio and global presence, our Customer Success department is hiring a Customer Success Manager to engage and build meaningful relationships with our Critical Accounts driving a high level of customer satisfaction, successful product use, and customer retention. You will serve as the primary point of contact for key customers, understand customer success criteria, drive adoption & value realization, address questions, resolve issues and grow into a trusted customer advocate.
For the right candidate, this is a career-defining opportunity to join Nozomi at a crucial moment and have a truly significant impact. The ideal candidate should have a proven track record of exceptional account management, maintaining high customer renewal rates as a result of ongoing customer engagement, technical leadership, and outstanding communication skills.
If this sounds like you, read on. You could be the next "Nozomier"!
In this role, you will:
• Develop and manage customer portfolio.
• Own and drive the customer lifecycle – protect, nurture and deliver exceptional service to all customers.
• Drive revenue growth by demonstrating successful achievement of customer guided value measures
• Minimize customer churn through customer success plans and customer lifecycle management.
• Resolve customer requests and concerns ensuring improvements to customer experience.
• Improve customer experience through data and trend analysis, ensuring relevant reporting to influence communication and engagement strategies with the customer and internally.
• Maintain customer information accuracy to ensure that internal stakeholders always have clean data and customer information.
• Be a reliable point of contact and brand ambassador for Nozomi and its products.
• Work across departments ensuring proper customer visibility and outcomes are met.
• Aid in product design and product development through customer feedback.
• Assist in creating training courses and educational materials for other members of the department.
• Evaluate and improve tutorials and other communication infrastructure.
To be successful in this opportunity, you will have:
• Demonstrable experience onboarding customers, driving adoption and consistently achieving business outcomes
• Deep understanding of customers concerns and thoughts regarding the use of products, recommending operational best practices, and the ability to troubleshoot as needed.
• Strong organizational skills with strong experience creating/maintaining account notes, developing and executing get-well plans and customer success playbooks
• 3+ years of experience in IT and network security (OT experience is a plus)
• Technical skills - confidently conduct product demos, training and present technical reports to customers articulating value delivered
• Previous experience in a TAM or SE role is highly valuable
• Experience working with brand image and promoting value through customer experience
• Accountability, personal organization, and ability to multi-task.
• Self-driven and proactive nature.
• Excellent communication and interpersonal skills – able to compile and deliver technical reports and executive level presentations
• Leadership and Competency engaging with CxO to technical staff.
• Experience analyzing and optimizing processes in the Customer Success department.
• Patient and active listener.
• Passion for service.
Core Competencies:
• Business Insight and Acumen
• Drive for Results (Get things done)
• Emotional Intelligence (EQ), Interpersonal skills and Empathy
• Objection Handling, Influencing and Negotiation
• Planning & Organizing
• Professional & Technical Expertise
• Relationship Building and Customer Focus
• Resilience and Adaptability
• Solution Orientated Mindset
• Teamwork, Collaboration and Cultural Alignment
Who we are and what we stand for:
Nozomi Networks is the leader in OT and IoT Cybersecurity. We protect the world's critical infrastructure, industrial and government organizations from cyber threats by providing exceptional network visibility, threat detection and operational insight. We’re always innovating and we hire the best at what they do to ensure our customers always have access to fast product enhancements, exceptional engineering support and rapid deployment across continents. If you like a challenge, and value integrity and customer success, we invite you to help Nozomi Networks build the future of OT and IoT cybersecurity.
Diversity, Inclusion and Belonging are part of our core beliefs, at Nozomi Networks. Diversity of thought, background and culture broadens our knowledge of the world and helps us learn, grow, and gain new perspectives. What makes us all different is what makes us powerful.
Our Global Benefits
All of our benefits are customized to the country you are based in, naturally we want to get the best out of our Nozomiers, so we provide the best benefits packages, such as:
- Health & Wellness
- Financial
- Work-Life Balance
- Unparalleled Flexible Time-Off
Need to know information
Successful candidates will be subjected to background verification checks.
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About this role
Nozomi Networks is seeking a Customer Success Manager to own relationships with critical accounts in the OT and IoT cybersecurity space. You'll be the primary contact for key customers, responsible for driving adoption of the platform, ensuring successful outcomes, and building the trust that leads to retention and growth. The role spans the full customer lifecycle—from onboarding through ongoing engagement—and requires you to understand each customer's success criteria, troubleshoot technical concerns, develop improvement plans, and serve as an internal advocate for customer needs across departments.
Success in this position demands a blend of technical depth and relationship management skill. You'll need at least two years in customer success with a technical product, plus three years in IT and network security (OT experience is valued). Beyond account management fundamentals, you should be comfortable conducting product demos, delivering technical reports to executives, and analyzing data to shape engagement strategies. Prior experience as a Technical Account Manager or Solutions Engineer is particularly valuable. The role is based in Australia and requires in-office presence.
This is an opportunity to have meaningful impact at a pivotal moment for the company. You'll work with organizations defending critical infrastructure across energy, manufacturing, transportation, and government sectors in over 68 countries. The position rewards proactive problem-solving, strong communication across technical and executive levels, and a genuine commitment to customer success.
How this employer is doing
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Typical pay for this role
$120,000
Typical range: $80,000 to $140,000
Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Customer Success Manager postings in your area, and analyze any offer before you accept it.
The path into this work
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