Customer Success Lead

Customer Success Lead
Seize the opportunity to pioneer the Customer Success function at 
FifthDomain. As our Customer Success Lead, you'll not only embrace our 
values of national security and social justice, but you'll also have the 
unique chance to shape and establish this critical role from the ground up.
Your creativity and ambition will be key in crafting processes and 
strategies to ensure Customer Success. Join us to build a new pathway in a
mission-driven company that's set on revolutionising the cyber workforce.
 

About FifthDomain 
FifthDomain is a young and ambitious Australian scale-up tackling the 
global cyber skills shortage. We create cutting-edge virtual learning 
environments that deliver hands-on training and competitions for cyber 
operators.
Our technology platform delivers critical and up-to-date cyber security 
content and practical training exercises in a safe virtual environment to 
users in Australia and overseas. 

Recent client feedback includes: 
“Keep up the great work, it's always an excellent engagement with Fifth 
Domain”

Why join our team?  

We are proud of our people and our culture, and want to make sure 
anyone who joins the team will thrive.  If the following benefits sound like 
somewhere you would like to work, get in touch!

• No cyber experience required, jump-start your career in the cyber 
  industry
• Meaningful work which contributes to solving one of the biggest 
  security challenges of our time - the global cyber skills shortage
• Diverse and inclusive team environment – come to work and be 
  yourself
• Sunny office in Braddon with easy access to public transport and 
  parking options
• Hybrid working option
• Fast paced, casual, flexible scale-up environment - we don’t take 
  ourselves too seriously!
• Minimal bureaucracy and hierarchy - transparent leadership

Recent staff feedback includes:
“6 weeks in and I feel so welcomed”
“Just love this company and the people here”
FifthDomain is culturally and linguistically diverse. First Nations, 
LGBTQIA+, people with disabilities and neurodiverse applicants are always
encouraged.
 
About You

• You are motivated by the national security mission and the protection of cyber space.
• Your creativity and curiosity fuel innovation in finding new solutions to challenges.
• Ambition drives you to excel and push boundaries of your professional potential.
• You are innately helpful, eager to support and uplift your colleagues.
• You thrive working in a fast-paced, collaborative environment.
• You are energised by helping customers achieve success.

About The Role

• Liaise with customers and coordinate internal and supplier 
  resources to implement customer solutions. 
• Advocate for the customer in terms of product features, quality, and
  performance feedback into the product development teams. 
• Facilitate an engaging onboarding experience for platform 
  customers, with personalised videos and strategic milestone 
  communications.
• Craft and iterate on a training curriculum including video tutorials 
  and certifications for platform micro credentials.
• Drive customer involvement and investment through feedback 
  mechanisms and ROI assessments, rewarding contributions and 
  pioneering alpha testing phases for product development.

Required Skills

• Proficiency in Customer Relationship Management (CRM) software.
• Strong communication and interpersonal skills.
• Ability to analyse customer data to improve customer experience.
• Solid understanding of SaaS metrics and industry benchmarks.
• Excellent problem-solving skills with a customer-focused orientation.
• Capability to manage multiple projects and customers 
  simultaneously.
• Adaptability and experience with software troubleshooting.
• A track record of driving Customer Success and alignment within a 
  software environment. 

Note: Successful candidates will undergo pre-employment 
screening as part of our hiring process.