Sr. Customer Success Manager

Cyara is hiring a Sr. Customer Success Manager to work with enterprise customers in Australia. The company builds software that tests AI agents with AI agents, checking for hallucinations, validating decisions, and confirming compliance before problems reach customers. This role is for someone who has run large, multinational accounts and can work as the only CSM in a region without daily oversight.

What you will do

• Own customer outcomes and make sure each customer gets value from Cyara's solutions throughout their lifecycle
• Understand the value Cyara delivers to a customer and articulate that as measurable ROI to key stakeholders and executives
• Act as a program manager across the entire customer journey, including professional services engagements
• Understand customer pain points and strategic objectives, and how Cyara's technology can solve them
• Build adoption and value plans with customers that set a long-term vision for success and growth
• Deliver insights based on customer and industry usage to find areas for improvement, optimization, and expansion
• Act as an escalation point when things are not going to plan
• Organize and host regular customer check-in meetings, onsite visits, and Executive Business Reviews
• Coordinate and manage customer special requests and projects
• Identify new opportunities within the existing customer base and grow revenue through cross-sell and upsell
• Travel may be required from time to time

What they are looking for

• 5+ years of experience in a customer success role, consistently delivering excellent customer experience
• A strategic mindset and experience managing large, multinational accounts
• Confidence holding strategic conversations with and presenting to senior customer executives
• Ability to coordinate and mobilize internal resources to deliver customer outcomes, including working across time zones with global teams in Sales, Product, Support, and Professional Services
• A proven ability to operate independently as the sole CSM in a region, exercising sound judgement on prioritization, escalation, and resourcing without daily oversight
• A self-starter who builds structure and process where none exists rather than waiting for direction
• Experience navigating cultural and business nuances across APAC markets and adapting engagement style to local customer expectations
• A demonstrated background in developing and managing commercial relationships
• A proven track record of meeting and exceeding targets
• Strong technical acumen to add value to customer discussions and translate product strengths into business value
• Genuine enthusiasm for AI and emerging technology, with a track record of adopting AI tools in your own workflow and comfort discussing AI-driven use cases with customers
• Strong program management skills
• Strong analytical skills and the ability to identify patterns and spot trends
• Previous experience in a SaaS environment or telecoms is a distinct advantage
• Knowledge of testing and the software development lifecycle is desirable
• A bachelor's degree in a related discipline is desirable

What they say about the work

Cyara describes itself as the confidence layer for enterprises deploying agentic AI, testing AI agents with AI agents to detect hallucinations, validate decisions, and ensure compliance before failures reach customers. The platform helps optimize hundreds of millions of customer journeys each year across voice, digital, messaging, and AI-powered channels.

The company says it values curiosity, collaboration, and continuous learning, and that employees work with colleagues around the world. It states that it offers competitive pay, benefits, flexible work options, recognition programs, and a focus on employee well-being. Cyara also states a commitment to equal opportunity and a discrimination-free workplace, and lists its values as Delivering Excellence, Innovate Boldly, Integrity First, and Embrace Curiosity.

Pay and location

This is a role based in Australia, paying AUD 206,000 per year.