Director of Customer Success

This is a Director of Customer Success role with UpGuard based in Sydney, NSW, AU
== UpGuard ==

Role Seniority - director

More about the Director of Customer Success role at UpGuard

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 continued growth, the Customer Success team is expanding, and we require a Director of Customer Success to join our high-performing team to manage and lead the APAC Customer Success team. As a Director of Customer Success, you'll report to the Global VP, Customer Success and lead a team consisting of Customer Success Managers primarily based in Australia.

What will you accomplish?

• Engage and lead cross-functional and geographically dispersed teams

• Proactive thought leadership on customer strategy and roadmap, account governance, and recurring strategic discussions with both customers and internal teams

• Adoption strategies, delivery plans, and economic models to realise the customer experience at scale

• Develop account expansion strategies, working with customers to identify areas where we can provide additional services & solutions

• Be accountable for the onboarding, training, implementation, support, hiring, capacity plans and advocacy for key strategic customer accounts

• Working in partnership with the Account Management function, increase key CS metrics across the business such as NRR, GRR, NPS & CSAT

• Actively monitor & manage customer satisfaction levels, identifying areas for improvement & working with internal teams to implement change.

• Collaboration with other Segment leadership to drive overall success across the CS organisation, maturing standards, processes, tools & global alignment

• Drive segment/region strategy, analysis, KPIs and reporting

• Be able to manage multiple workflows in a fast-paced work environment and actively participate in continuous improvement initiatives to multiply impact beyond their portfolios

• Act as a coach & mentor to the existing team, constantly working to improve the overall Customer Success model and driving change and culture of accountability within the organisation to meet UpGuard and customer business objectives and goals

• Maintain in-depth knowledge of customers' business and industry, anticipating and addressing opportunities and issues

• Define and develop skill development plans and training sessions

• Establish performance objectives, conduct quarterly and annual performance reviews and support the compensation process

• Prepare and present regular executive summaries and updates to the leadership team

What do we need from you?

• 7+ years of relevant experience in customer success, consulting, software implementation or a combination, with demonstrated success in customer success, SaaS operations, sales, and leadership positions, with a deep understanding of SaaS, Go-To-Market and execution model.

• You understand business metrics and how important it is to keep every customer satisfied, delivering value and growing.

• Demonstrated ability to identify & pursue opportunities for account expansion & growth.

• Strong project management skills, with experience managing complex consulting projects from inception to completion.

• Prior experience being responsible for account adoption and retention

• Technical competency and aptitude with software applications, tools, and internal systems

• Superior written and oral communication skills, you can empathise, earn trust, and influence internal and external stakeholders.

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

• Proven results of increasing metrics such as NRR/GRR

• Understanding of Cyber Security best practices

• Bachelor's Degree in Business, Engineering, Cybersecurity, or a related field

What's in it for you:

• Monthly Lifestyle subsidy: Our employees use this for financial, physical, and mental well-being

• WFH set-up allowance: To ensure you have the right environment to work in, we will help you get set up within your first 3 months at UpGuard

• $1,500 USD annual Learning & Development allowance: To support your career development, all team members will be able to expense development opportunities against this allowance

• Generous Annual Leave/PTO allowances: Time to recharge your batteries

• 18 weeks paid Parental Leave: Irrespective of parenting role

• Personal Leave Allowance: This includes sick & carer's leave

• Fully remote working environment: While we have physical offices in Sydney & Hobart, we do not mandate compulsory attendance

• Top-spec hardware: All team members will be provided with top-spec laptops for their roles

#LI-BW1

UpGuard is a Certified Great Place to Work in the US, Australia, UK and India, establishing its position as a leading global technology employer. 99% of team members agree that UpGuard is a great place to work, apply now to find out why

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.

For applications to positions in the United States, please note, at this time we can only support hiring in the following US states: CA, MD, MA, IL, OR, WA, CO, TX, FL, PA, LA, MO, or DC. 

Before starting work with us, you will need to undertake a national police history check and reference checks. Also please note that at this time, we cannot support candidates requiring visa sponsorship or relocation.

Before we jump into the responsibilities of the role. No matter what you come in knowing, you'll be learning new things all the time and the UpGuard team will be there to support your growth.

Please consider applying even if you don't meet 100% of what's outlined

Key Responsibilities

• Leading cross-functional teams
• Developing customer strategies
• Monitoring customer satisfaction

Key Strengths

• Customer success management
• Project management
• Communication skills
• Experience with Customer Success tools
• CRM experience
• Cybersecurity knowledge

Why UpGuard is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that's right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with UpGuard not with Hatch.

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