Customer Success Manager Lead, Apac

3 weeks ago

Sydney, Australia UpGuard Full time

**Who are we?**
- UpGuard’s mission is to protect the world’s data. We obsessively seek out elegant, robust ways to enable our customers to find, acknowledge, and remediate cyber risk. With UpGuard, organizations leverage our security expertise and software to automate what was once laborious, spreadsheet-driven processes-whether it's monitoring the attack surface of hundreds of vendors or assessing the security of their own infrastructure. UpGuard is used by some of the world’s largest, fastest-growing, and most innovative companies.

We have a rapidly growing customer base at UpGuard, but one thing has remained the same, our customers always come first Our Success team is determined to help solve the needs and challenges that our customers face on a daily basis. We consistently think outside the box to find new ways to help our customers thrive throughout their journeys with UpGuard. We’re on the lookout for individuals who have a passion for helping others, fixing problems, and building long-lasting relationships with new customers. You will also have a commercial mindset to identify opportunities to expand our customer accounts and elevate adoption of our products to new heights.

**Why are we hiring this role?**

Due to internal promotion, the Customer Success team requires a Customer Success Manager Lead in APAC to manage the CSM function as well as provide strategic input into new initiatives and shape the future growth of the team.

As a Customer Success Manager Lead, you'll report to the Director of Customer Success, APAC, and analyze the causes of your customer’s greatest pain points and work closely to mitigate them using UpGuard technology. You will solicit constant feedback from both customers and colleagues, helping improve UpGuard over time and leading the CSM Team function in APAC, while working closely with the global CSM team to ensure consistency and scalability of existing and new processes.

You’ll also be responsible for the coaching and development of your team. This will include advising on best practices in handling customer accounts, coaching through difficult customer situations, and holding team members accountable for meeting their job requirements. This is an excellent opportunity for someone seeking to take the next step of their career into management.

**What will you accomplish?**:

- Project management and driving success with customers around the world
- Being the customer’s advocate internally
- Building productive relationships with customers
- Managing the APAC CSM team and being responsible for future hiring
- Coaching and mentoring your team, including handling customer conversations, managing and growing a book of business
- Taking team escalations
- Overseeing at-risk customers
- Quality assurance on staff tasks and duties
- Tracking and reporting on customer health & revenue

**What do we need from you?**:

- 3+ years' experience in a customer success or account management role
- Previous people management experience in Customer Success
- A strong understanding of Customer Success best practices and philosophies
- Experience with supporting and building customer relationships
- High level of proficiency in the English language, both written and spoken
- The ability to work cross-functionally with many internal groups
- High energy and a willingness to learn

**What would give you an edge?**:

- Experience in Customer Success tools, such as GainSight or ChurnZero
- Experience with a CRM, such as Salesforce or HubSpot
- Understanding of Cyber Security best practices
- Basic/working knowledge of APIs

**What's in it for you**:

- ** Hybrid or Remote**:you choose. While we have offices in Sydney & Hobart, we don’t mandate how often you need to be there. We focus on what you deliver, not where you deliver it from.
- ** Impact**: See the impact of your work daily, with data and impact available on dashboards you have access to
- ** Be part of an energetic team**:Our team is highly collaborative, fostering a positive work environment that encourages creativity and innovation.
- ** We value work-life balance**: We recognize the importance of maintaining balance and provide a supportive work environment that allows you to prioritize your personal life and well-being.
- ** Generous reward**:We offer a competitive salary + equity
- ** Great perks**: You won’t find table tennis tables or office mandates - we prefer to offer perks that support your overall well-being - including a lifestyle allowance, well-being program, WFH budget, personal learning & development budget, generous leave benefits, and plenty more

LI-BW1

As an Equal Employment Opportunity and Affirmative Action Employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

  • Customer Success Manager Lead, Apac

    5 days ago

    Sydney, New South Wales, Australia UpGuard Full time

    Who are we? UpGuard's mission is to protect the world's data. We obsessively seek out elegant, robust ways to enable our customers to find, acknowledge, and remediate cyber risk. With UpGuard, organizations leverage our security expertise and software to automate what was once laborious, spreadsheetdriven processeswhether it's monitoring the attack surface...

  • Customer Success Manager

    3 weeks ago

    Sydney, Australia Vanta Full time

    As a Customer Success Manager at Vanta, you will be responsible for helping keep our customers moving toward their goals and ultimately successful and happy. We're just starting to establish our APAC presence, and we're looking for motivated Customer Success Managers who will also be excited to be involved in building the foundations for our APAC business...

  • Customer Success Manager

    3 weeks ago

    Sydney, Australia Vanta Full time

    As a Customer Success Manager at Vanta, you will be responsible for helping keep our customers moving toward their goals and ultimately successful and happy. We're just starting to establish our APAC presence, and we're looking for motivated Customer Success Managers who will also be excited to be involved in building the foundations for our APAC business...

  • Head of Customer Success, Apac

    2 weeks ago

    Sydney, Australia Asana Full time

    At Asana, we're building work management software to help every organization in the world become more effective in working together and realizing their goals. Our Customer Success team is committed to helping customers adopt Asana as both a technology product and a holistic way of working. We strive to help our customers, across geographies, industries, and...

  • Enterprise Customer Success Manager Apac

    3 weeks ago

    Sydney, Australia Brandwatch Full time

    Brandwatch is the world’s premier social suite, empowering over 7,500 of the world’s most admired companies to understand and engage with customers at the speed of social. Combining pioneering, AI-enriched digital consumer intelligence with industry-leading social media management tools, Brandwatch offers a complementary suite of specialized,...

  • Enterprise Customer Success Manager Apac

    5 days ago

    Sydney, New South Wales, Australia Brandwatch Full time

    Brandwatch is the world's premier social suite, empowering over 7,500 of the world's most admired companies to understand and engage with customers at the speed of social.Combining pioneering, AI-enriched digital consumer intelligence with industry-leading social media management tools, Brandwatch offers a complementary suite of specialized, best-in-class...

  • Manager, Customer Success Apac

    2 weeks ago

    Sydney, Australia Hatch Full time

    ** This role is at Klaviyo (not for Hatch)** Hatch is supporting Klaviyo to find a great Manager, Customer Success APAC to join their Sales and Customer Success team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Klaviyo. **About the role at...

  • Customer Success Manager

    2 weeks ago

    Sydney, Australia Vertice Full time

    Vertice is a rapidly expanding technology company on a mission to help businesses manage their growing spend on SaaS. Businesses are turning to Vertice to gain visibility and savings on their SaaS stack, taking advantage of pricing insights, trend data, smart dashboards and expert negotiators. Founded by two brothers, Roy and Eldar Tuvey, with a successful...

  • Apac Customer Security Management Lead

    6 days ago

    Sydney, Australia Microsoft Full time

    The Office of the Chief Information Security Officer (CISO) is responsible for ensuring that Microsoft's security practices are aligned with the needs and expectations of our customers, partners, and regulators. The Customer Security Management Office (CSMO) is a team within the Office of the CISO that focuses on building trust and transparency with our...

  • Customer Success Manager, Apac

    2 months ago

    Sydney, Australia Pexip Full time

    At Pexip, one of our ambitions is to ensure we provide the highest level of customer satisfaction and engagement, and the Customer Success Manager role will be responsible for directly managing the revenue growth for an aligned set of Government and Enterprise account as well as managing key relationships in Pexip’s partner landscape. You are passionate,...

  • Apac Customer Security Management Lead

    5 days ago

    Sydney, New South Wales, Australia Microsoft Full time

    The Office of the Chief Information Security Officer (CISO) is responsible for ensuring that Microsoft's security practices are aligned with the needs and expectations of our customers, partners, and regulators. The Customer Security Management Office (CSMO) is a team within the Office of the CISO that focuses on building trust and transparency with our...

  • Customer Success Manager, Apac

    5 days ago

    Sydney, New South Wales, Australia Vertice Full time

    Vertice is a rapidly expanding technology company on a mission to help businesses manage their growing spend on SaaS. Businesses are turning to Vertice to gain visibility and savings on their SaaS stack, taking advantage of pricing insights, trend data, smart dashboards and expert negotiators.Founded by two brothers, Roy and Eldar Tuvey, with a successful...

  • Customer Success Manager, Apac

    5 days ago

    Sydney, New South Wales, Australia Pexip Full time

    At Pexip, one of our ambitions is to ensure we provide the highest level of customer satisfaction and engagement, and the Customer Success Manager role will be responsible for directly managing the revenue growth for an aligned set of Government and Enterprise account as well as managing key relationships in Pexip's partner landscape.You are passionate,...

  • Customer Success Manager

    2 weeks ago

    Sydney, Australia Hatch Full time

    ** This role is at Vanta (not for Hatch)** Hatch is supporting Vanta to find a great Customer Success Manager - APAC to join their Sales and Customer Success team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Vanta. **About the role at...

  • Customer Success Manager

    5 days ago

    Sydney, New South Wales, Australia Vanta Full time

    As a Customer Success Manager at Vanta, you will be responsible for helping keep our customers moving toward their goals and ultimately successful and happy.We're just starting to establish our APAC presence, and we're looking for motivated Customer Success Managers who will also be excited to be involved in building the foundations for our APAC business and...

  • Customer Success Manager, Apac

    2 weeks ago

    Sydney, Australia Vertice Full time

    Vertice is a rapidly expanding technology company on a mission to help businesses manage their growing spend on SaaS. Businesses are turning to Vertice to gain visibility and savings on their SaaS stack, taking advantage of pricing insights, trend data, smart dashboards and expert negotiators. Founded by two brothers, Roy and Eldar Tuvey, with a successful...

  • Customer Marketing Manager, Apac

    3 weeks ago

    Sydney, Australia Reward Gateway Full time

    Since 2006 we’ve helped the most innovative companies and HR leaders transform the employee experience to attract and retain top talent through employee benefits, strategic reward and recognition, and much more. Across the globe, over 700 of us work together to make the world a better place to work. As an ambitious, hyper-growth SaaS company, we're the...

  • Customer Success Manager

    3 weeks ago

    Sydney, Australia Xe Full time

    At Xe, we live currencies. We provide a comprehensive range of currency services and products, including our Currency Converter, Market Analysis, Currency Data API and quick, easy, secure Money Transfers for individuals and businesses. We leverage technology to deliver these services through our website, mobile app and by phone. Last year, we helped over 300...

  • Customer Success Lead

    2 months ago

    Sydney, Australia Hudl Full time

    Building a team starts with valuing the team. We hire the best of the best to ensure you're working with people you can constantly learn from. You're trusted to get your work done your way while testing the limits of what's possible and what's next. And you'll be part of a culture where everyone feels supported. We also value sports. Not just because of the...

  • Customer Success Lead

    5 days ago

    Sydney, New South Wales, Australia Hudl Full time

    Building a team starts with valuing the team. We hire the best of the best to ensure you're working with people you can constantly learn from. You're trusted to get your work done your way while testing the limits of what's possible and what's next. And you'll be part of a culture where everyone feels supported.We also value sports. Not just because of the...