Customer Success Manager Lead, Apac

6 months 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.

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