Customer Success Manager

Who are we?
UpGuard's mission is to make life easier for security teams. We meticulously create robust solutions that enable our customers to identify, assess, and remediate cybersecurity risk across their attack surface, vendor ecosystem, workforce, and trust relationships. Our integrated cyber risk posture management platform combines comprehensive security ratings, instant risk assessments, templated security questionnaires, threat intelligence capabilities, and agentic AI to give organizations a holistic view of their risk surface.

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 for this role?
Due to continued growth, the Customer Success team is expanding, and we require a new Customer Success Manager to join our high-performing team to onboard and enable our customers. The ideal candidate will be experienced in leading customer interactions, a strong communicator, both written and verbal, and able to actively listen and problem solve to provide clear advice and effective solutions.

As a Customer Success Manager, you'll work closely with other CS team roles and cross-functionally with other departments, reporting to the Director of Customer Success, APAC. You'll be proactive in driving product value and success for our customers, analysing the causes of their greatest pain points, and working closely to mitigate them using UpGuard's toolset. You will solicit constant feedback from both customers and colleagues, helping improve UpGuard over time, and you'll work with customers around the world, from early contact to successful deployment, gaining constant and unique insight into the world's most important industries and institutions.

What will you do?

• You will onboard and manage UpGuard customers to ensure they understand how best to use UpGuard effectively to meet their goals.
• You will understand your customer's business in-depth and how they are going to be successful using UpGuard.
• You will identify gaps and provide resources to your customers, including cybersecurity collateral, onboarding success plans, and customer-specific training sessions.
• You will engage your customers early and frequently, to help them get the most out of UpGuard from day one and continue to drive engagement throughout their journey.
• You will translate your customers' requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilise UpGuard.
• You will monitor the health of your customers and intervene with proactive education when customers are not effectively using UpGuard to achieve the value they expected.
• You will advocate for the customer by providing updates to internal cross-functional partners (Product, Sales & Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, expansion & cross-sell opportunities

What will you bring?

• Demonstrated track record of over 2 years in Customer Success or Account Management
• Proven experience in nurturing and cultivating robust customer relationships
• Exemplary organisational skills, adept at enhancing existing documentation and crafting new process guides
• Proficiency in the realm of cyber risk management or familiarity with risk management frameworks
• Exceptional command of the English language, both in written and spoken communication
• Effective collaborator with the ability to seamlessly interface across diverse internal teams, embodying a strong team-player ethos
• Highly motivated and inquisitive, characterised by an unwavering commitment to personal and professional growth

What will give you an edge?

• Experience in Customer Success tools, such as ChurnZero or GainSight
• Experience with a CRM platform such as HubSpot or Salesforce
• Experience in cyber risk management or risk management
• Understanding of cybersecurity best practices
• Basic/working knowledge of APIs
• Experience conducting training sessions

What's in it for you?

• Monthly Lifestyle subsidy: use this for financial, physical and mental wellbeing (all regions)
• 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 (all regions)
• $1500 USD annual Learning & Development allowance: to support your career development, all team members will be able to expense development opportunities against this allowance (all regions)
• Generous Annual Leave/PTO allowances: time to recharge your batteries (all regions)
• 18 weeks paid Parental Leave: irrespective of parenting role (all regions)
• Personal Leave allowance: this includes sick & carer's leave (all regions)
• Fully remote working environment: whilst we have physical offices in Sydney & Hobart, we do not mandate compulsory attendance (all regions)
• Top-spec hardware: all team members will be provided with top-spec laptops for their role (all regions)
• Personal device security & online privacy protection subsidy: UpGuard provides team members with a paid subscription to a personal device security & online privacy protection platform (all regions)
• Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work (all regions)

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.