Head of Technical Success Engineering

Airlock Digital is a global leader in application control and allowlisting. We seek to empower every organization to run only what they trust and operate free from malware and ransomware.  

With rapid growth across Australia, North America, and EMEA. We are committed to our core values, respect, determination, and integrity. We support a diverse and expanding global customer base. At Airlock, we pride ourselves on being a team of humble, collaborative, and driven professionals who support one another and share a passion for cybersecurity.

Airlock Digital is looking for an experienced technical leader to lead and develop our Technical Success Engineering team while directly managing a small portfolio of enterprise customer accounts. 

This is a player-coach role combining people leadership with hands-on technical customer engagement. You will coach engineers, oversee team delivery, and personally guide your assigned customers from the initial post-sales handoff and environment assessment through application control deployment, deny-by-default enforcement, and ongoing adoption. 

You bring strong technical judgment, practical experience delivering complex enterprise deployments, and a commitment to developing others. You are comfortable working directly with customer security and IT teams, translating technical challenges into clear action plans, and maintaining accountability for customer outcomes. 

Based in Australia, you will balance team leadership with your own account responsibilities, using insights from customer engagements to strengthen the team’s technical capability, delivery practices, and customer experience. 

Lead and develop the team 

• Lead, coach, and develop Technical Success Engineers, building a culture of customer empathy, technical excellence, accountability, and follow-through. 

• Establish clear responsibilities, performance expectations, development plans, and regular coaching conversations. 

• Manage account allocation, workloads, and priorities to maintain effective customer coverage and sustainable team capacity. 

• Coach through joint customer engagements, technical reviews, and practical problem-solving, helping engineers build confidence and independence. 

Directly manage a small portfolio of customer accounts 

• Serve as the primary technical success contact for assigned enterprise customers, owning technical success plans, deployment milestones, and ongoing adoption activities. 

• Lead customer working sessions covering environment assessment, deployment planning, policy configuration, enforcement readiness, and technical enablement. 

• Build trusted relationships with customer security and IT stakeholders, maintaining clear communication on progress, risks, dependencies, and next steps. 

• Maintain current account plans and engagement records, coordinating with Customer Success and account teams to address risks and support broader adoption. 

• Balance direct account delivery with coaching, team oversight, and escalation responsibilities. 

Accelerate implementation and time-to-value 

• Oversee technical onboarding and deployment across the team, translating customer objectives into implementation plans with clear milestones and success criteria. 

• Work directly with customers and engineers to resolve endpoint deployment, policy configuration, integration, and change management challenges. 

• Assess readiness to progress from audit or learning mode to deny-by-default enforcement, balancing security objectives with business continuity. 

• Improve time-to-first-enforcement and deployment coverage through consistent practices, reusable guidance, and proactive intervention. 

Drive adoption and customer outcomes 

• Ensure technical success plans connect platform adoption to customer security priorities and measurable outcomes. 

• Monitor deployment progress, enforcement coverage, and adoption health to identify stalled implementations and technical risks early. 

• Lead technical progress reviews that communicate value, surface barriers, and establish agreed actions. 

• Partner with Customer Success and account teams to address technical risks affecting retention and identify opportunities for deeper platform adoption. 

Manage escalations and improve delivery 

• Act as the team’s escalation point for complex implementation and adoption challenges, working with Technical Support on product issues. 

• Lead structured recovery plans for at-risk engagements, with clear owners, milestones, communication cadences, and exit criteria. 

• Partner with Product and Engineering to address recurring deployment barriers and share actionable customer feedback. 

• Turn lessons from customer engagements into stronger playbooks, documentation, and team enablement. 

Maintain operational visibility 

• Track and report on time-to-value, deployment and enforcement coverage, adoption health, customer satisfaction, and team capacity. 

• Run regular reviews of account progress, delivery risks, workloads, and team performance. 

• Provide clear updates on outcomes, priorities, and decisions requiring support. 

• Technical customer experience: 8+ years in technical customer-facing roles within enterprise cybersecurity SaaS or closely related enterprise software. 

• People leadership: 3+ years managing and developing customer-facing technical teams, including coaching, performance management, and workload prioritisation. 

• Player-coach capability: Demonstrated ability to lead a team while maintaining direct responsibility for customer accounts and hands-on technical delivery. 

• Enterprise deployment expertise: Experience guiding complex software implementations involving multiple stakeholders, phased rollouts, integrations, and organisational change. 

• Endpoint and security knowledge: Strong practical understanding of enterprise endpoint environments, operating systems, software deployment, application control or allowlisting, and security change management. Experience with endpoint security, systems management, or infrastructure software is particularly relevant. 

• Technical problem-solving: Ability to investigate deployment and configuration issues, guide troubleshooting, and coordinate specialist support when needed. 

• Escalation management: Experience recovering difficult customer engagements through structured action plans, clear communication, and consistent follow-through. 

• Operational discipline: Ability to use customer and delivery data to prioritise work and improve adoption, time-to-value, and team effectiveness. 

• Communication and collaboration: Ability to work credibly with technical practitioners and senior stakeholders, explain business impact, and coordinate across Customer Success, Sales, Support, Product, and Engineering. 
• Distributed team management: Experience maintaining effective coaching, communication, and customer handoffs across remote teams and time zones. 

We don’t think money is everything, but we know it is an important part of your decision to apply for a role.  Additional factors considered in extending an offer include responsibilities of the job, education, location, experience, knowledge, skills, abilities, and internal equity, alignment with market data, or applicable laws.  

Flexible Work Environment, Hybrid or Remote – Time Off - Paid Volunteering Time - Birthday Leave - Paid parental Leaves - Home Office Allowance 

We believe in supporting our team members both personally and professionally. Named one of the Australia’s Greatest Places to Work and 5th best technology company for 2025, we value flexibility, trust, and a work environment that empowers our team to do their best work. 

We will be assessing applications as they come in, so we encourage you to send your resume through to us as soon as possible. All official job offers from our company are extended directly by our recruitment team and will be sent through an official BambooHR document for your review and signature. Please be aware that we do not ask for any personal information in the process of extending offers of employment, such as financial details. Upon acceptance of any offer, we will request such information as part of the onboarding process prior to or on your first day of employment, and only after completing a National Police Check through an authorized third-party vendor. If you receive any communication asking for personal details outside of these processes, please contact us immediately to verify the authenticity of the request. Your security is important to us, and we are committed to a safe and transparent hiring experience. No contact from recruitment agencies, thank you.