Secure Code Warrior is the global secure coding company that makes software development better and more secure. Our vision is to empower developers to be the first line of defense in their organization by making security highly visible and providing them with the skills and tools to write secure code from the beginning. We have built a powerful platform that moves the focus from reaction to prevention, training and equipping developers to think and act with a security mindset as they build and verify their skills, gain real-time advice and monitor skill development.

Headquartered in Sydney Australia, were experiencing a period of hypergrowth and backed by our investors Paladin and Airtree. Our customers include Motorola, JPMC, Paypal, Qantas and 20 of the top 100 global banks. With offices in Sydney, London, Boston, and Bruges we’re just getting started, and looking for amazing people to join our team across the globe. We value diversity and aim to attract, retain and develop a talented workforce who thrive in a vibrant high performing culture, with a passion for collaboration & people development.

Customer Success Associate

The Customer Success team at SCW builds long-term and critical relationships with the most strategic minds in cyber security. We know our customers’ security pain points + goals, inside and out, and work enthusiastically to advise them on our platform, while advocating for their needs internally. It’s our job to make sure developers, users, and customers are impressed by what we’re building every step of the way. Our Customer Success Associate will be in consistent communication with SCW customers, identifing and evangelizing relevant, interactive, and meaningful  experiences and encourage maximized and proper use of our platform.

What You’ll Do

As our first Customer Success Associate, you’ll be mentored and coached, working closely with our Customer Success Managers, to provide support to our current and future customers. You’ll have an active role in facilitating sales, increasing brand awareness, and building a satisfying customer experience. You will focus on the creation and maintenance of tailored reporting to recognise data trends which assist in developing programs which maximise customer retention.

Responsibilities:  

• Assist the transition from sales to implementation and provide training, support, and guidance to customers as they deploy SCW across their business

• Support CS Managers with renewal activities including lead management, support and expands

• Partner with customers to resolve any issues which may be preventing them from maintaining a relationship with SCW, this includes providing technical support and responding to requests

• Create customer retention dashboards highlighting renewal timelines and ‘at risk’ renewal clients in the cycle - you’ll apply your quantitative + data viz skills to tell the story behind the numbers.

• Maintain accurate customer master records; including licenses, software expiration dates, + customer contact information. to ensure data integrity throughout the customer journey

• Run out workshops and meetings with various stakeholders to capture business requirements

What You Bring

• 2+ years experience with a SaaS software provider in  sales and/or customer success

• Analytical Skills: the ability to work with a large amount of data, facts, figures, and number crunching don’t scare you. You will need to see through the data and analyse it to create insights and recommendations from customer data, customer segmentation, email campaigns, and NPS studies

• A natural passion for solving problems; You have an equal love for data and in interest in learning how to build and grow a business from a global perspective.

• Excellent communication skills: email, phone interpersonal and presentation skills; concise, actionable, and strategic communication style.

• Learner + Growth Mindset: Ability to learn technical content and context quickly.

• Creative thinking: You love exploring explore new ways of doing things and your resourcefulness is rooted in your innate curiosity and inquisitive nature

Bonus Points:

• Experience in cybersecurity, AppSec or DevSecOps space.

• Experience in a global and fast growing startup.

What We Believe are Important Traits for This Role

• Proven experience in a customer-facing role, where you’ve worked alongside a team building a SaaS product.

• Incredible communication skills; you pride yourself in excellent email, phone, interpersonal and presentation skills with an ability to adjust from internal to external communications

• Ability to learn technical content and AppSec context quickly

• Ability to track and execute upon the smallest details, while never losing sight of the big-picture priorities and goal

• Exceptional project management experience; large, multi-pronged projects that require cross-team coordination and communication

• Proven ability to juggle a variety of customer priorities (and reprioritize constantly) and work independently