About Us
At Kobalt.io, our mission is to solve cybersecurity for SMBs at scale. We believe small businesses are the engine behind innovation and growth. Understanding the challenges that our customers have enables us to design and refine scalable cybersecurity services that support a secure path to growth. This is reflected in everything we do from the programs we build, to the partnerships we have developed with companies such as Vanta, Prescient and Sumo Logic.
The Role
As the Customer Success & Engagement Manager (CSEM), your mission is to transform Kobalt.io’s APAC clientele from transactional project participants into long-term strategic partners. This hybrid, high-impact role is the bridge between initial security engagements—such as penetration tests and audits—and sustainable managed service partnerships. Reporting to the Director of Customer Success with a regional line to the APAC GM, you will act as a "Trusted Advisor" to SMB leaders, ensuring our security outcomes align directly with their core business objectives.
You will own the end-to-end customer journey, operationalizing success milestones to maintain a high project renewal rate and identifying high-value opportunities for expansion into Managed Compliance and Threat Detection. As the ultimate "Voice of the Customer," you won’t just manage a book of business; you will help refine scalable processes, maintain rigorous data integrity within our CRM, and collaborate cross-functionally to ensure every client experiences measurable ROI and world-class service delivery.
Responsibilities: What you'll do as the Customer Success and Engagement Manager at Kobalt.io:
- Strategic Relationship Management: Act as the principal advocate and strategic lead for a diverse portfolio of APAC clients, ensuring high satisfaction and measurable value across all security and compliance engagements, developing a deep understanding of their security posture and future regulatory objectives.
- Driving Repeat Revenue (Project Renewals): Proactively manage the cycle for high-likelihood repeat projects, such as annual penetration tests and mandatory ISO internal audits. Own the strategic renewal motion, including generating quotes and securing signed contracts to ensure minimal attrition and maximize the Project Renewal Rate (PRR).
- Strategic Growth & ARR Conversion: Systematically analyze project outcomes and customer environments to identify, qualify, and develop opportunities for client expansion. A primary focus is positioning Managed Compliance and Managed Threat Detection services as the logical, sustainable next step post-project completion.
- Voice of the Customer (VoC) for Customer Success: Implement a systematic approach to collecting structured customer feedback (NPS/CSAT) immediately following project completion and during the program lifecycle. Analyze this Voice of Customer (VoC) data and provide actionable insights back to the Professional Services and Leadership teams to refine existing service offerings.
- Cross-Functional Accountability: Maintain continuous collaboration with the Professional Services team and the regional lead to monitor project health and ensure customer success. Ensure seamless handoff of technical documentation and compliance artifacts to facilitate the smooth, context-rich transition of converted clients.
- Account Planning and Forecasting: Maintain a rigorous, accurate forecast of repeat project pipeline and high-probability MRR conversion opportunities within the assigned portfolio. Utilize CRM and Project Management tools (such as HubSpot and Monday.com) to track progress and proactively manage repeat project deadlines.
Qualifications:
- 2-3 years of experience in Customer Success, Strategic Account Management, or Technical Consulting, specifically managing project-based or professional services clients.
- Proven track record in managing SMBs at scale and developing processes that ensure consistently high CSAT/NPS scores and renewal rates.
- Strong organizational skills with the ability to manage a pipeline of repeat opportunities while maintaining a robust book of business.
- Revenue growth mindset with experience in identifying and closing expansion, cross-sell, or upsell opportunities within an existing base.
- Technical aptitude to deeply understand cybersecurity and compliance service lines and articulate their long-term value.
- Exceptional communication skills and empathy, with the ability to function as a trusted advisor to guide clients toward secure business outcomes.
- Data-informed proficiency with CRM reporting tools and the confidence to present insights to management.
Nice to Have
- Experience with cybersecurity, governance, risk and compliance (GRC), privacy, or cloud security.
- Familiarity with HubSpot (especially Service Hub) and GRC automation platforms like Vanta, Drata, or Scrut.
- Understanding of compliance standard auditing processes.
Benefits:
- Competitive salary, superannuation, and equity
- Sales commission
- Remote work
- Professional development opportunities
- Fun and inclusive company culture
How We Use AI in Our Hiring Process At Kobalt.io, we value transparency and want you to know exactly how we evaluate candidates.
- AI Notetaking: We use an AI-powered meeting assistant in all interviews. This tool records, transcribes, and generates summaries of our conversation. This allows our interviewers to be fully present and engaged with you, rather than being distracted by taking manual notes.
- Information Sharing: These summaries help us accurately share your qualifications and highlights with hiring managers and key stakeholders who may not be on the call.
- Human-Led Decisions: While our AI tools may provide data points or candidate rankings, humans remain at the helm of our decision-making. We may use these insights as just one piece of information in our evaluation. Your potential is assessed by real people, and the final decision on who moves forward is always made by the hiring team.
