Customer Success & Technical Sales Leader

Michael Green

Building and leading post-sales and pre-sales teams that turn technology into real business outcomes across APJ.

Sydney, AustraliaGet in touch linkedin.com/in/mulgar

Profile

An experienced leader with a blend of technical expertise and business aptitude who holds a Master of Business Administration (MBA), Cisco CCIE (Emeritus), and Bachelor of Computer Science.

A career built on a foundation of technical problem solving and escalation management, growing into leadership and GTM through diverse SaaS start-up experiences complemented by a business degree. Built and led post-sales and pre-sales teams across a broad technology portfolio spanning cybersecurity, cloud-native security, AI, observability, enterprise networking, and collaboration.

Commercially minded and customer-driven, understanding that technology only creates value when it solves real business problems and the customer experience is as important as the solution itself. Leads with a people-first leadership philosophy and transparent style, recognising that sustainable results are achieved by balancing customer outcomes, commercial discipline, and team engagement.

Key Assets

Post-Sales Leadership
Proven experience leading Customer Success, TAM, Professional Services, and Support teams, driving adoption, retention, and expansion outcomes.
Technical Pre-Sales
Experience leading SE teams through technical qualification, solution positioning, and proof-of-value engagements to enable successful sales outcomes.
Start-Up & APJ Experience
Navigating culturally diverse APJ markets across two SaaS start-up environments, building trusted teams spanning ANZ, Japan, India, ASEAN, and South Korea.
Cross-Functional Collaboration
Operates effectively across Sales, Product, Engineering, and executive leadership to align regional priorities with global strategy and drive outcomes.
People Leadership
Builds high-performing distributed teams in dynamic environments, known for strong engagement and aligning individual strengths to organisational goals.

Professional Experience

2024 — Present

Director of Sales Engineering & Customer Success, APJ

Sysdig

Sysdig is a SaaS cloud-native AI-powered security platform enabling organisations to prioritise and respond to threats across the build-to-runtime lifecycle. Founded in 2013 in San Francisco.

Joined Sysdig as the first post-sales leader in APJ to lead a team of Customer Solution Engineers (CSEs) — a paid service providing ongoing technical consulting with a customer success, renewal, and expansion focus. Assumed responsibility of the APJ technical pre-sales function from December 2025 following a leadership restructure.

Responsibilities

Owned the post-sales customer lifecycle across ANZ, ASEAN, Japan, and Korea, driving adoption, expansion, and renewal outcomes for enterprise cloud security customers.
Led pre-sales engagements by coaching Solutions Engineers on technical proof-of-value activities, solution positioning, and removing technical blockers from the sales cycle.
Accountable for pipeline forecasting, renewal risk management, and expansion strategy in collaboration with regional AE leadership and executive GTM leadership.
Partnered with Product and Engineering to advocate for APJ customer feature priorities in the product roadmap through to successful business outcomes for customers.

Achievements

Drove APJ growth and retention through strong logo retention, meaningful strategic expansion wins, and building a commercially sustainable paid CSE delivery model.
Built a reputation for exceptional customer experience across APJ, with customers consistently citing the team as a differentiating positive in a competitive cloud security market.
Stepped up to assume SE leadership alongside the existing CS remit, demonstrating organisational resilience by maintaining team cohesion, strategic priorities, and customer coverage through a period of significant change.

2019 — 2024

Customer Delivery Leader & Customer Success Engineer Team Lead

ThousandEyes (part of Cisco)

ThousandEyes is a SaaS network observability platform providing performance insights across internet and cloud-based services. Founded in 2010, acquired by Cisco Systems in 2020 for ~$1B.

Joined ThousandEyes as the first post-sales hire in APJC, responsible for establishing a customer support presence and enabling customers to be successful. Promoted to Delivery Leader in 2021 and tasked with building out three distinct post-sales functions to meet growing customer demand.

Responsibilities

Ensured successful delivery and resource management across Support, Professional Services, and Technical Account Management functions.
Aligned global strategic objectives to regional requirements in close collaboration with Sales and Customer Success teams across APJC.
Provided technical expertise to pre-sales engagements by supporting proof-of-value projects and taking ownership of customer escalations.

Achievements

Built APJC post-sales capability from inception by establishing Support, Professional Services, and Technical Account Management functions in collaboration with Sales.
Hired and onboarded 17 employees across three functions while navigating recruiting challenges, maintaining minimal attrition (1 per year) and a 95% customer satisfaction rating.
Guided team through Cisco acquisition during a time of uncertainty and growth, maintaining high standards of operations with zero employee churn.

2019

Expert Witness IT Consultant (6mo Contract)

Unisearch

Unisearch is Australia's leading provider of expert opinion services connecting law firms with independent analysis from qualified experts across a range of industries and professions.

Consultant role responsible for authoring a report and testifying in the Supreme Court of Melbourne, providing an expert opinion on aspects of Cisco's enterprise contact centre design and functionality in the context of a multimillion-dollar commercial legal dispute.

2018 — 2019

ICT Manager

Norwest Christian College (NWCC)

NWCC is a Prep to Year 12 private school campus located in a developing area of Sydney, with over 700 students and 100 staff and a hybrid deployment of BYOD and managed devices.

Hands-on management role responsible for all aspects of ICT. Maintained relationships with 30 technology partners, managed a constrained budget balancing legacy infrastructure with ongoing innovation, and successfully relocated a data centre into a newly constructed building.

2011 — 2018

Technical Solutions Manager

Cisco Systems

Cisco is one of the world's leading information technology and networking companies, offering a diverse portfolio including customer contact centre solutions for medium and enterprise markets.

Technical customer success role in the contact centre engineering organisation focused on ANZ. Provided technical leadership on strategic and critical accounts, facilitated partner enablement by coordinating annual partner events, and led a global solution design review process.

2008 — 2011

Technical Escalations Manager

Cisco Systems

Handled urgent technical escalations on Cisco contact centre technology from Cisco's global support organisation as a subject matter expert. Provided technical leadership in critical and reactive situations in the Asia Pacific region. Delivered technical presentations at Cisco Live! international conferences. Reviewed lessons from urgent escalations and reactive accounts and implemented changes to prevent reoccurrences.

2006 — 2008

Technical Team Lead

Cisco Systems

Given increased responsibility serving as a technical escalation point within a team of 10 Customer Support Engineers in the IP Contact Centre (IPCC) technology team (now Customer Care) in the Technical Assistance Centre (TAC). Provided mentoring and training to further the technical capability of engineers to meet the evolving demands of support as new products were released and supported solutions increased in complexity. Performed technical troubleshooting and situation management in critical and hot customer situations, taking ownership of the team's backlog of cases to ensure at-risk cases were followed through to resolution.

2004 — 2006

Customer Support Engineer

Cisco Systems

Provided technical troubleshooting assistance to customers and business partners globally in line with Cisco's policies, procedures, and goals in the Voice and IP Contact Centre (IPCC) technology teams (now Collaboration and Customer Care teams respectively) in Cisco's Technical Assistance Centre (TAC). Developed technical, communication, and organisational skills to effectively manage case load and customer expectations.

Education & Qualifications

Certified Customer Success Manager (CSSM Levels 1–5)
SuccessCoaching
2025
Master of Business Administration (MBA)
Australian Institute of Business
2024
Graduate Diploma of Ministry
Morling College
2017
CCIE Collaboration #16515 (Emeritus 2018)
Cisco Systems
2006
Bachelor of Computer Science
Western Sydney University
2003

Areas of Expertise

Customer Success
Sales Engineering
Go-to-Market Strategy
People Management
Post-Sales & Presales
Renewal Management
Technical Account Management
Stakeholder Management
Value Realization
Customer Experience
Coaching & Mentoring
Cross-Functional Collaboration
Cloud Security
Cybersecurity
Cloud-Native
Observability
Artificial Intelligence (AI)
SaaS
Solution Architecture
APJ Markets