The posting
About Netcraft
Netcraft is the global leader in cybercrime detection and disruption. We’re a trusted partner for three of the four largest companies in the world and many large governments. We've blocked over 225 million cyber-attacks to date, and we take down around 33% of the world's phishing attacks.
Our purpose and passion are focused on just one thing: protecting the world from cybercrime.
That passion shapes how we work, too. We’re proud of our talented team and the value each person brings, and we’ve built a workplace where people feel supported and inspired. From strong benefits and wellness programs to meaningful collaboration and team connection.
The role
Reporting to the Director of Account Management, you will build and maintain strong, long-lasting relationships with Netcraft’s customers across the APAC region - maximising the value derived from our services, driving renewals and expansion, and becoming a trusted partner to stakeholders at every level. As Netcraft’s APAC presence grows, so will this role. This role is based out of our Melbourne office on a hybrid basis, with the expectation of being in the office on Mondays and Wednesdays each week.
***Fluency in English and Mandarin required.***
Day to Day, You Will:
- Manage a book of customers across APAC spanning multiple industries including technology, financial services, and retail — adapting your approach to the size, complexity, and strategic value of each account
- Utilise automation and high-efficiency processes to manage your book effectively, while delivering high-touch, tailored engagement for key accounts and senior stakeholders
- Serve as the long-term customer relationship manager — renewing and expanding cybersecurity services throughout the life of each partnership
- Meet regularly with customers both in person and remotely, flexing your communication style to suit the audience
- Travel periodically for customer visits and industry events
- Build and manage relationships across the full stakeholder spectrum, from operational team members through to senior executives
- Understand customer requirements, objectives, and opportunities, and become the customer’s voice internally to prioritise and drive service improvements
- Identify and facilitate opportunities for customers to expand services, based on a solid understanding of their business and the cybercrime threat landscape
- Develop customer knowledge of Netcraft’s services, present service performance results, and respond to customer questions
- Provide customers with Netcraft’s insights into the cybercrime threat landscape as it applies to their specific business and industry
- Own the customer renewal and upsell process internally to ensure alignment within Netcraft’s systems
You Will Need:
- 3–4 years of Account Management experience managing a varied book of business, with a track record of strong renewal and expansion outcomes and consistently meeting or exceeding upsell targets
- Strong renewal rate achievement of 92% and above across your personal book of business
- The ability to flex your approach — comfortable managing accounts efficiently at scale while delivering personalised, strategic engagement where it matters most
- Strong communication skills across written, analytical, and presentation formats, with the ability to engage and influence stakeholders at all levels
- Mandarin proficiency is essential, as a portion of customer interactions will be conducted in Mandarin to support Mandarin-speaking markets within the APAC territory
- Experience managing complex customer requests: identifying and understanding requirements, communicating them internally, and managing customer expectations throughout
- Familiarity with CRM and account management tools to support efficient management of a large book of business
- Self-motivation, determination, resilience, and a positive, solutions-focused approach
- Strong ability to collaborate cross-functionally and cross-geographically, working effectively with teams across APAC, the UK, and the US
- A background in cybercrime or internet security is ideal but not required. A genuine interest in developing knowledge in the cybercrime space, including threats such as phishing and malware, is essential
Diversity, Equity & Inclusion
This is deeply important to us. Through our ally network, we support under-represented groups and maintain a working environment free from bias, harassment, or discrimination. We encourage candidates from all backgrounds to apply.
We’re also happy to make adjustments to the hiring process to ensure every candidate can participate fully.
Please note: Netcraft does not accept unsolicited approaches from external recruiters.
